Airport Information Desk - Customer Service Representative

Date Opened: Friday, July 11, 2025 12:00 AM

Close Date: Wednesday, July 16, 2025 12:00 AM

Department: Aviation Department

Function Customer Service

Salary: $23.00 - $23.40 Commensurate with Experience

SUMMARY

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 and providing general airport information.

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.    Issue Visitor Passes in accordance with established procedures.  Maintain and monitor the Terminal Visitor Pass Log and Parking Validation Log.
3.    Provide brochures, literature, web links and other information to customers and airport stakeholders.  Provide flight arrival and departure information, as available.
4.    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 the Airport Lost and Found.
5.    Assist with crowd control and passenger movement throughout the terminal. 
6.    Respond to and participates in airport emergencies and irregular operations in compliance with standard operating procedures, the Airport Emergency Plan and other established plans.
7.    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. 
8.    Other duties as assigned.

Minimum Qualifications
High School diploma or equivalent.Three years of experience in a customer service role, preferred. Familiarity with airport operations, preferred.

Knowledge, Skills and Abilities:
•    Ability to represent the Airport in a professional, positive manner and provide exceptional customer service to the traveling public, tenants, co-workers, and others
•    Operate telephone and paging equipment.  Speak and understand English clearly enough to be easily understood over the telephone and paging equipment.
•    Read, comprehend and communicate information to others from visual display screens.
•    Basic Computer skills including email, Microsoft Office, and internet searches.

Physical Requirements:
This position is largely sedentary (estimate 95%).  Walking and standing may be required for other 5%.

General Information:
•    Must be able to work assigned shifts, including holidays, or special events, to include urgent/emergency situations and inclement weather. Shifts and desk hours subject to change.  Overtime possible. 
•    This position is deemed 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.
 

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.

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 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.