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Terminal Operations Agent #2309-107300-01

Airport Services Representative

Date Opened
Thursday, September 07, 2023 8:00 AM
Close Date
Thursday, September 21, 2023 11:59 PM
  • $20.86-23.22/hour
Employment Type
  • Part Time


The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 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.


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.  

General Information:
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.

Major Duties and Responsibilities

1. 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.
2. Issuance of Visitor Passes in accordance with established procedures.
3. Maintain and monitor the Parking Validation register.
4. Respond to various informational inquiries from customers and airport stakeholders, such as flight arrival and departure information, as available.
5. Assist with crowd control and passenger movement throughout the Terminal.
6. 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.
7. Record keeping of articles that are lost, found, and claimed.
8. Inspects left-behind articles to investigate potential owner of property.
9. Create and monitor lost/found claims.
10. Perform follow-up of items and inquiries by way of in-person, written, phone and/or email communication(s). 
11. Prepares and documents articles claimed to be shipped. 
12. Prepares and records monthly donations of lost items.
13. Respond to and participates in airport emergencies and irregular operations in compliance with standard operating procedures, the Airport Emergency Plan, and other established plans.
14. 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. 
15. Other duties, as assigned. 

Knowledge, Skills & Abilities

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.

Preferred Qualification

Experience in the area of customer service and/or inventory management. Experience with detailed recordkeeping, preferred

Minimum Qualifications

High School Graduate or Equivalent

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

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 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


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.

In Conclusion

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