CLT Lead Customer Service Associate

About VIP Hospitality

Incorporated in 2004, our company seeks to efficiently elevate the experience of valued patrons and guests served by our contractees exclusively within the hospitality, travel, and tourism industries.

CLT Lead Customer Service Associate

Lead Customer Service Associate (Lead CSA)

Primary Work Location

Federal Inspection Services (FIS) area. Lead Customer Service Associates may also be assigned to the lobby, baggage claim, and checkpoints based on operational needs.

About VIP Hospitality LLC

Incorporated in 2004, our company seeks to efficiently elevate the experience of valued patrons and guests served by our contractee's exclusively within the hospitality, travel, and tourism industries.

Lead Customer Service Associate (Lead CSA)

VIP Hospitality Services | FIS Operations | CLT Airport

Role

Lead Customer Service Associate

Team

AM and PM Operations

Reports To

Customer Service Supervisor and Management Team

Responsible For

Leading CSA operations in the Federal Inspection Services (FIS) area while supporting safe, efficient, and welcoming passenger flow

Job Summary

The Lead Customer Service Associate (Lead CSA) is a highly visible, customer-facing team member who supports the effective and efficient operation of the Federal Inspection Services (FIS) area at Charlotte Douglas International Airport. The Lead CSA serves passengers in a polite, engaging, professional, caring, efficient, and diplomatic manner while helping coordinate frontline CSA activity and supporting the on-duty shift supervisor or management team.

The primary location for this position is the Federal Inspection Services (FIS) area. Lead CSAs may also support the lobby, baggage claim, and checkpoints based on operational needs. Because Lead CSAs may be among the first interactions international visitors have upon arrival in the United States, a welcoming demeanor, strong judgment, and consistent professionalism are essential.

Leadership and Shift Support Responsibilities

·  Serve as the primary point of contact for the Customer Service Associates assigned to the FIS area and coordinate closely with the on-duty shift supervisor or management team.

·  Confirm that assigned team members are positioned appropriately and performing duties in accordance with contract specifications, CLT Airport expectations, company standards, and operational requirements.

·  Respond to dynamic passenger-flow and operational needs within assigned work areas and adjust support activities in response to direction from CLT Airport partners or VIP Hospitality leadership.

·  Coordinate with the on-duty supervisor to support implementation of back-up plans when call-offs, coverage gaps, passenger surges, or irregular operations occur.

·  Provide real-time guidance, support, and redirection to CSAs while maintaining a calm, respectful, and solutions-focused leadership presence.

·  Occasionally fill in for the shift supervisor when directed and qualified to do so.

FIS and Passenger Support Responsibilities

·  Staff Global Entry kiosks, Enhanced Passenger Processing kiosks, and any future technology implemented by Customs and Border Protection (CBP) or CLT Airport to assist passengers with the process and resolve appropriate levels of customer questions or issues.

·  Direct passengers into the appropriate FIS queue lanes for CBP clearance using clear, professional, and courteous communication.

·  Help direct passenger traffic and baggage to the recheck bag belt while supporting safe, orderly, and efficient movement through the FIS area.

·  Provide wayfinding and customer-service support in the FIS area and, when assigned, in the lobby, baggage claim, or checkpoints.

·  Stand behind a kiosk-assist podium or counter for extended periods while remaining attentive, approachable, and ready to assist passengers.

·  Escalate passenger concerns, opera