CLT Lead Customer Service Associate

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.

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, operational issues, or questions requiring additional authority to the appropriate supervisor, manager, CLT Airport partner, or CBP representative.

Customer Service Expectations

• Serve passengers in a polite, engaging, professional, caring, efficient, and diplomatic manner while consistently demonstrating welcoming and helpful behaviors.
• Maintain the highest standards of demeanor and professionalism when interacting with international visitors, travelers, airport partners, and team members.
• Provide clear, concise direction to passengers in a warm, respectful, and solutions-focused manner, including during high-stress or fast-paced periods.
• Proactively look for travelers who appear confused, delayed, or in need of assistance and offer help before issues escalate.
• Remain flexible and adapt quickly to peaks and valleys in passenger activity and to operational direction provided by CLT Airport or VIP Hospitality leadership.

Qualifications

• Fluency and proficiency in the English language sufficient to communicate clearly with passengers, team members, supervisors, and airport partners.
• Previous customer service, hospitality, aviation, transportation, or other high-volume public-facing experience preferred.
• Prior lead, coaching, team-support, or supervisory experience preferred.
• Ability to engage and communicate effectively with customers in a high-stress, fast-paced environment.
• Warm, welcoming, patient, and professional demeanor with a genuine interest in serving and interacting with customers throughout the assigned shift.
• Ability and willingness to learn FIS processes, assigned CLT Airport areas, kiosk-assist procedures, and applicable operational expectations.
• Ability to learn and operate a two-way radio and other approved communication tools.
• Ability to obtain and maintain required airport badge, credentials, clearances, training, and any client or regulatory requirements for the assignment.
• Dependable, punctual, flexible, observant, and able to respond professionally to changing operational needs.