CLT Customer Service Agent

About VIP Hospitality LLC

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.

Customer Service Agent (CSA)

VIP Hospitality Services | CLT Airport

Role

Customer Service Agent

Team

AM and PM Operations

Reports To

Team Lead, Supervisor, and Management Team

Responsible For

Providing proactive, positive, and exceptional customer service to CLT passengers

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, transport