CLT Customer Service Agent

Customer Service Agent

VIP Hospitality Services | CLT Airport

Role
- Customer Service Agent
- Team - AM and PM Operations

Reports To
- Team Lead, Supervisor, and Management Team
- Responsible For
- Providing proactive, positive, and exceptional customer service to CLT passengers

Job Summary

Customer Service Agents support incoming and outgoing domestic and international passengers at CLT Airport by delivering a proactive, friendly, and solutions-focused experience. The CSA helps keep passenger flow organized, provides clear way finding support, responds to concerns with professionalism, and works collaboratively with airport partners to promote a smooth checkpoint and arrivals experience.

Key Customer Service Expectations

• Greet passengers in a positive, approachable, and respectful manner, using a calm and professional tone at all times.

• Proactively look for passengers who appear confused, delayed, or in need of assistance, and offer clear guidance before issues escalate.

• Create a welcoming first impression for VIP Hospitality by staying visible, attentive, and ready to help.

• Respond to passenger questions and concerns promptly, using sound judgment and escalation procedures when needed.

• Communicate accurate information, provide clear directions, and maintain patience during busy or stressful travel periods.

• Represent VIP Hospitality, CLT Airport, and airport partners with courtesy, integrity, and respect for every traveler.

Job Responsibilities - Lobby and Checkpoint Support

• Assist passengers with locating checkpoints, lines, and appropriate airport resources while helping balance traffic in the lobby.

• Monitor passenger flow and proactively support line management to reduce congestion and improve the traveler experience.

• Learn and correctly operate stanchions at each checkpoint, including setting up, adjusting, and correcting queue layouts as needed.

• Work alongside CLT Terminal Operations, TSA, VIP Hospitality leadership, and other airport partners to support smooth checkpoint operations.

• Identify potential service or crowd-flow concerns early and communicate updates to team leads, supervisors, or management.

• Handle passenger concerns professionally and seek timely resolution or escalation to maintain a high level of customer satisfaction.

• Maintain a clean, organized, and professional presence in assigned lobby or checkpoint areas.

Job Responsibilities - FIS / International Arrivals Support

• Assist arriving international passengers with directions and general transition support through the Federal Inspection Services area.

• Develop working knowledge of international arrivals expectations, airport procedures, and customer service standards.

• Engage international passengers in a positive, respectful, and culturally aware manner.

• Coordinate appropriately with Customs and Border Protection, CLT airport partners, and VIP Hospitality leadership to support orderly passenger flow.

• Resolve or escalate passenger concerns promptly while maintaining professionalism and confidentiality.

Communication and Teamwork

• Use radios and other approved communication tools to provide timely, accurate status updates.

• Follow instructions from team leads, supervisors, and management, and communicate operational concerns as soon as practical.

• Support teammates during peak periods and remain flexible as passenger volumes, checkpoint needs, or assignments change.

• Follow all applicable airport, TSA, Customs and Border Protection, client, and VIP Hospitality procedures and safety expectations.

Qualifications

• High school diploma, GED, or equivalent preferred or required where applicable by contract or airport credentialing standards.

• Previous customer service experience preferred, especially in hospitality,…