Terminal Operations Coordinator

Airport Terminal Operations Supervisor

Monitors airport terminal and curbside operations, ensures safe and efficient flow of passengers through terminal facilities, and ensures an optimal customer experience at CLT. Performs Terminal inspections, enforces crowd control measures, and responds to incidents related to general liability. Assist in coordinating customer services efforts including stranded overnight passengers, lost and found activities, and security screening checkpoint monitoring. Responds to and participates in airport emergencies and significant incidents.

Essential Duties & Responsibilities

Ensures the safe and efficient flow of passengers through the terminal facilities while maintaining an optimal customer experience at CLT. Performs daily inspections of the terminal curbsides and facilities (ticketing, baggage claim, concourses, atrium, FIS), document discrepancies and follow up on issues; enforces rules, regulations, and the application of CLT customer service standards. Monitors passenger movement and implements crowd control measures, as necessary.

Provide exemplary customer service and relationship management when interacting with customers, travelers, tenants, and stakeholders. Maintain awareness of current airport-related news and information such as tenant names, projected passenger numbers, security regulations, etc. to provide accurate information. Provide brochures, literature, web links, and the like to the customers. Work with other divisions within the Aviation Department to ensure a positive experience for the customers, visitors, and tenants.

Investigate and document incidents related to general liability.

Assists in coordinating the customer service efforts of internal and external support agencies during periods of irregular operations. Provides direct support to passengers stranded overnight in the terminal, including handing out supplies and providing information to customers.

Assists airport tenants with passenger movement throughout the airport terminal, lobby, and curbside areas as needed. Monitors the security screening checkpoints, tracks wait times, and assists in redirecting passengers to other checkpoints, as needed.

Assist with lost and found activities in accordance with established procedures by receiving, retrieving, and returning items, recording necessary information, and transferring the items to Airport Lost and Found.

Assist with Airport Information Desk, and International Arrival Assistant activities in accordance with established procedures including, the set-up and break down of Airport Information Desk, vetting / distribution of Visitor Passes in accordance with the Airport Security Plan, and assistance with the International Arrival operation.

Responds to and participates in airport emergencies and significant incidents in compliance with the Airport Emergency Plan (AEP) and standard operating procedures. Coordinates and assists the Terminal Operations response efforts in emergency operations and provides updates to management.

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.

General Information

Work schedule includes nights, weekends, and holidays. Subject to emergency calls back to work 24 / 7 / 365.

Ability to pass a background check in advance of start date required. Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.

Valid driver's license and ability to qualify for and maintain a City driving permit required.

Minimum Qualifications Required Education and Experience

Associate's degree plus one year of experience

High school diploma or GED plus three years of experience

Relevant experience must include airline operations, airport operations, airport security operations, or equivalent.

Customer service experience preferred.

Working Conditions and Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position requires a high level of physical ability including visual acuity, hearing, and strength. This position spends approximately 80% of the time walking and or standing. Must be able to stand, walk and sit for extended periods of time. Must be able to lift items and carry up to 25 lbs. for a short distance. Must be able to push a cart with up to 50 lbs. of material. Works primarily inside but will work some outside with exposure to inclement weather. Work involves extensive public contact.

ADA and Other Requirements

Positions in this class typically require grasping, stooping, squatting, kneeling, crouching, reaching, pushing, talking, hearing, seeing, and repetitive motions.

Physical Requirements :

Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, climbing, or walking extended periods of time

Light to moderate lifting and carrying; some crouching, stooping, squatting, crawling, reaching, pushing, and pulling when performing tasks

Adequate vision, hearing, and speech required

Sensory Requirements :

Speech, touch, hearing, smell.

Peripheral vision, distance vision, near vision, depth perception, color distinction.

Conditions of Employment

The City's Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to : reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check. Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate's written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports. Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and / or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

How to Apply

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.