Terminal Operations Agent Part Time

Department:
Aviation Department Salary: $25.00 - $27.57 Commensurate with Experience

Welcome to the City of Charlotte Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:
Attracting and retaining a skilled and diverse workforce Valuing teamwork, openness, accountability, productivity, and employee development Providing all customers with courteous, responsive, accessible, and seamless quality services Taking initiative to identify, analyze, and solve problems Collaborating with stakeholders to make informed decisions

SUMMARY This position provides a high-level of customer service to visitors, employees, tenant partners, and the traveling public. The role will assist customers in finding their way around the airport, answering telephone inquiries, making announcements on the public address system, providing general airport information, and the processing of lost and found items for the Aviation Department at Charlotte Douglas International Airport.

• Provide courteous and helpful service to customers in person and over the phone. Responsible for maintaining an awareness of current airport-related news and information, such as parking and ground transportation products, tenant names, and security regulations in order to provide accurate information to the traveling public. Responsible for providing paging services for airport partners and the general public.
• Issuance of Visitor Passes in accordance with established procedures.
• Maintain and monitor the Parking Validation register.
• Respond to various informational inquiries from customers and airport stakeholders, such as flight arrival and departure information, as available.
• Assist with crowd control and passenger movement throughout the Terminal.
• Collect and processes left-behind items from various areas around the Airport, to include but not limited to:
  Ground Transportation, TSA Checkpoints, various areas of the Terminal, International Arrivals, and CLT offices/departments.
• Record keeping of articles that are lost, found, and claimed.
• Inspects left-behind articles to investigate potential owner of property.
• Create and monitor lost/found claims.
• Perform follow-up of items and inquiries by way of in-person, written, phone and/or email communication(s).
• Prepares and documents articles claimed to be shipped.
• Prepares and records monthly donations of lost items.
• Respond to and participates in airport emergencies and irregular operations in compliance with standard operating procedures, the Airport Emergency Plan, and other established plans.
• Support other Airport Operations Sections by performing assistance duties for irregular and emergency operations such as crowd control, fire watches, escorts, and other duties deemed necessary for continuity of operations.
• Other duties, as assigned.

Minimum Qualifications Associates degree plus one year of experience, or graduation from high school/GED plus three years of experience required preferably in the area of customer service and/or inventory management. Experience with detailed recordkeeping, preferred.

• Knowledge of and proficiency in computer programs including Microsoft Windows, Microsoft Office, internet research, and database entry and tracking.
• Skills to communicate effectively orally and in writing.
• Skills to efficiently manage multiple priorities and tasks.
• Effective organizational and detail-oriented skills.
• Read, comprehend, and communicated information to others from visual display screens.
• Ability to provide first-rate customer service and represent the Airport in a positive manner.
• Ability to prepare and effectively maintain logs and database with accuracy.
• Ability to work independently with minimal supervision, and as part of a team.

• Sitting about 50% of the time; standing and walking about 50% of the time. Must be able to lift and carry items up to 25 lbs. Works primarily inside but will work some outside with exposure to inclement weather. Work involves extensive public contact.

• Touch
• Hearing
• Vision
• Speech

• Must be able to work assigned shifts, including nights, weekend, holidays, special events, or urgent/emergency situations. Subject to emergency call back to work.
• This position is deemed essential (on-site mission critical) and is not eligible for teleworking.
• Must successfully pass and maintain an active Security Threat Assessment (STA) and Criminal History Records Check (CHRC). Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.

The City’s Background Check Policy requires…