Landside Operations Customer Service Admin.

Full Time
Charlotte, NC 28202
Posted
Job description

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.

Summary

This position provides administrative and customer service support to the Landside Division of the Airport. Performs administrative, online booking, customer support and operational duties. The work requires initiative, time management, excellent customer service, computer skills and learning PARCS (Parking Access Revenue Control System). Must be able to act decisively and exercise independent judgment within established rules, regulations, and procedures. Work is evaluated based on customer feedback, observation and work productivity.

General Information:
  • Works assigned shift in a 24/7/365 operation. Subject to overtime, calls back to work for urgent/emergency situations and work during inclement weather.
  • Valid driver’s license in state of residence and ability to obtain and maintain a City driving permit.
  • Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.

Major Duties and Responsibilities

1. Research as necessary into revenue control issues. This includes, but is not limited to, ticket processing discrepancies, online booking issues, and credit card charge issues.
2. Respond to public inquiries, customer compliments, customer complaints and calls for service by phone and on website.
3. Handle credit card system details, requests for receipts, bankcard disputes, training on new machines and ordering of supplies.
4. Perform routine cash counts and maintain records. Investigate possible fraud by contracted staff by auditing Credit Card Reports and Daily Parking reports. Report suspected fraudulent activity in accordance with established protocol. Research information for credit requests, issue credits, notify customers of results.
5. Creates reports in response to equipment failures and provide to Business and Revenue.
6. Maintain inventory of supplies; ensure contracted personnel are issued appropriate supplies for operation; request supplies as needed.
7. Prepare a variety of routine spreadsheets and special reports including online booking tracking, analysis, and recommendations to improve operations as appropriate.
8. Reviews internal control systems and processes to determine their effectiveness and protective value.
9. Serve as a back-up for Landside Administrative Assistant, Employee Parking Administrator and Parking Auditor to maintain an efficient operation.
10. Other duties, as assigned

Knowledge, Skills & Abilities

  • Must have strong communication skills and have to ability to communicate clearly in person, over the phone and by e-mail
  • Must be detail oriented and able to research issues from inquiries emailed, faxed, or called into department.
  • Ability to deal tactfully and courteously with the public; establish and maintain effective working relationships with co-workers, tenants, and contractors.
  • Ability to communicate effectively, orally and in writing.
  • Must speak English clearly enough to be understood over the telephone.
  • Demonstrated office skills with a high degree of accuracy such as typing, filing, editing, letter composition, etc.
  • Ability to learn internal PRACS system
  • Ability to effectively use Word, Excel, and Outlook.

Minimum Qualifications

High School Graduate or Equivalent and one-year related work experience

OR

Associate Degree

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 CityHrJobPostingsNotify@ci.charlotte.nc.us.

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.

In Conclusion

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