The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.
Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.
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.
• 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.
Major Duties and Responsibilities
1. Supervises and participates in the work of Terminal Operations Coordinators, 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. Works with other Airport Operations Sections to support Airport goals and initiatives.
13. Other duties as assigned.
Knowledge, Skills & Abilities
• 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.
Prefer experience in 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.
High School Graduate or Equivalent and five years related work experience
Associate's Degree and three years related work experience
Bachelor's Level Degree and one year related work experience
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.
How To Apply
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 we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.
Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.
The City of Charlotte provides a comprehensive benefits package to all employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.
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