Job Description

Department: Aviation Department

Salary: $31.20 - $44.84 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

Supervises, develops, and participates in the work of City and contract employees in the Terminal Operations division. During irregular operations and stranded passenger events, will supervise and participate in the customer service efforts. Work includes organizing shift resources, assigning tasks, training, scheduling, conducting performance reviews, interview and selection of prospective employees and relaying and following complex oral and written instructions. Acts decisively and exercises independent judgment within established rules, regulations, and procedures. This position requires the ability to establish effective working relationships while representing the Airport and the City of Charlotte in a professional, positive and customer service focused manner.

Essential Duties and Responsibilities:

1. Supervises and participates in the work of Terminal Operations Coordinators, Terminal Operations Agents, International Arrivals Assistant, Lost and Found Administrator and Airport Information Desk Representatives.
2. Oversees the day-to-day operation in the airport terminal, lobby, and curbside areas and provides face to face customer service to the traveling public, observes and reports terminal, lobby, and curbside area issues to maintain a safe, efficient, and pleasant atmosphere.
3. Supervises and participates in the work of the Airport’s current Customer Services Contract holder as well as the Visitor Info Center as necessary to ensure customer service standards remain consistent with Aviation Department and other airport business partners.
4. Resolves and investigates difficult or unusual customer service issues.
5. Continually monitors areas of responsibility and enforces rules, regulations, and the application of CLT customer service standards.
6. Assesses terminal facilities, systems, and processes to ensure they adequately provide intended and essential information for customers (for example, signage, public address, flight information display, telephone, and general terminal maintenance). Assists with the development and enforcement of terminal standards including signage, smoking, stanchions, etc.
7. Provides direct support to passengers stranded overnight in the terminal. Assists Terminal Operations Manager with storing and maintaining supplies and equipment necessary to support irregular and contingency operations.
8. Responds to emergency and irregular operations as well as conducts training for internal and external personnel on customer service, emergency procedures, and irregular operations.
9. Maintains accurate records and produces reports.
10. Effectively communicates verbally, in writing, via radio and public address equipment.
11. Assists in the creation and update of policies and procedures and make recommendations for improvements in safety, security, and efficiency.
12. 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.
13. Other duties as assigned.

Minimum Qualifications

Associate’s degree and three years of experience, or a bachelor’s degree and one year experience required or an equivalent combination of education and relevant work/industry/military/job specific experience that provides the necessary knowledge, skills and abilities to successfully perform the essential job duties. Experience should include supervisory responsibilities in the area of Airport Operations, airline operations or customer service. Must demonstrate strong situational awareness and be able to work in a fast paced environment.

Knowledge, Abilities and Skills:

• Knowledge of the practices and techniques used in the field of customer service, airport or airline operations, and irregular operations at an airport.
• Skills to communicate effectively orally and in writing.
• Skills to efficiently manage multiple priorities and tasks.
• Skills to lead and motivate a diverse staff.
• Skills to develop creative new programs and activities.
• Effective organizational skills.
• Ability to be clearly understood over a public address system, telephone and radio.
• Ability to represent the airport in a professional, positive manner and provide exceptional customer service to the traveling public, tenants, co-workers and others.
• Ability to respond calmly and effectively in emergencies, and effectively manage sensitive and tense situations.

Physical Requirements:

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.

Sensory Requirements:

• Touch
• Hearing
• Speech
• Vision

General Information:

• Work schedule includes nights, weekends, and holidays. Subject to emergency calls back to work 24/7/365.
• Valid driver’s license in state of residency and ability to obtain and maintain a City Driving Permit.
• 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.

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.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us.

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.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.