CLT Customer Service Agent

Customer Service Agent (CSA)

VIP Hospitality Services | CLT Airport

Job Summary

Customer Service Agents support incoming and outgoing domestic and international passengers at CLT Airport by delivering a proactive, friendly, and solutions-focused experience. The CSA helps keep passenger flow organized, provides clear wayfinding support, responds to concerns with professionalism, and works collaboratively with airport partners to promote a smooth checkpoint and arrivals experience.

Key Customer Service Expectations

• Greet passengers in a positive, approachable, and respectful manner, using a calm and professional tone at all times.

• Proactively look for passengers who appear confused, delayed, or in need of assistance, and offer clear guidance before issues escalate.

• Create a welcoming first impression for VIP Hospitality by staying visible, attentive, and ready to help.

• Respond to passenger questions and concerns promptly, using sound judgment and escalation procedures when needed.

• Communicate accurate information, provide clear directions, and maintain patience during busy or stressful travel periods.

• Represent VIP Hospitality, CLT Airport, and airport partners with courtesy, integrity, and respect for every traveler.

Job Responsibilities - Lobby and Checkpoint Support

• Assist passengers with locating checkpoints, lines, and appropriate airport resources while helping balance traffic in the lobby.

• Monitor passenger flow and proactively support line management to reduce congestion and improve the traveler experience.

• Learn and correctly operate stanchions at each checkpoint, including setting up, adjusting, and correcting queue layouts as needed.

• Work alongside CLT Terminal Operations, TSA, VIP Hospitality leadership, and other airport partners to support smooth checkpoint operations.

• Identify potential service or crowd-flow concerns early and communicate updates to team leads, supervisors, or management.

• Handle passenger concerns professionally and seek timely resolution or escalation to maintain a high level of customer satisfaction.

• Maintain a clean, organized, and professional presence in assigned lobby or checkpoint areas.

Job Responsibilities - FIS / International Arrivals Support

• Assist arriving international passengers with directions and general transition support through the Federal Inspection Services area.

• Develop working knowledge of international arrivals expectations, airport procedures, and customer service standards.

• Engage international passengers in a positive, respectful, and culturally aware manner.

• Coordinate appropriately with Customs and Border Protection, CLT airport partners, and VIP Hospitality leadership to support orderly passenger flow.

• Resolve or escalate passenger concerns promptly while maintaining professionalism and confidentiality.

Communication and Teamwork

• Use radios and other approved communication tools to provide timely, accurate status updates.

• Follow instructions from team leads, supervisors, and management, and communicate operational concerns as soon as practical.

• Support teammates during peak periods and remain flexible as passenger volumes, checkpoint needs, or assignments change.

• Follow all applicable airport, TSA, Customs and Border Protection, client, and VIP Hospitality procedures and safety expectations.

Qualifications

• High school diploma, GED, or equivalent preferred or required where applicable by contract or airport credentialing standards.

• Previous customer service experience preferred, especially in hospitality, aviation, transportation, retail, or high-volume public-facing environments.

• Ability to obtain and maintain all required airport badges, credentials, and clearances required for the assignment.

• Must meet applicable minimum age and work authorization requirements for the position and location.

• Basic knowledge of airport layout preferred; willingness to learn CLT Airport checkpoints, passenger flow, and partner procedures required.

• Strong verbal communication and interpersonal skills with the ability to provide clear instructions to passengers.

• Dependable, punctual, and able to maintain a professional appearance and positive attitude throughout the shift.

Essential Functions and Physical Requirements

• Stand and remain alert for extended periods at assigned posts, with or without reasonable accommodation.

• Walk, direct passengers, monitor queues, and provide assistance in busy airport areas, with or without reasonable accommodation.

• Lift, move, or adjust stanchions or related queue-management equipment up to 50 pounds, with or without reasonable accommodation.

• Work various shifts as assigned, including mornings, evenings, weekends, holidays, and irregular schedules based on operational needs.

• Communicate clearly in person and by radio in a fast-paced environment.

Compliance, Equal Opportunity, and Additional Notes

• VIP Hospitality is an equal opportunity employer and considers qualified applicants without regard to protected characteristics under applicable federal, state, and local law.

• Reasonable accommodations may be available to qualified individuals with disabilities to perform the essential functions of the position, unless doing so would create an undue hardship.

• This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all duties, responsibilities, or qualifications.

• Employment and continued assignment may be subject to successful completion and maintenance of required background checks, airport badging, security training, and client or regulatory requirements.

• Nothing in this job description creates a contract of employment or alters any applicable at-will employment relationship, where permitted by law.