The terminal operations agent is an entry-level position in the Operations & Safety Department who assists the terminal operations manager with the day-to-day operations of the terminal facility to include the coordination and communication of work and projects affecting the airport terminal complex; assisting in the Airport Lost & Found program; assisting and overseeing the duties and assignments of the part-time customer care associates and seasonal part-time customer service ambassador employees; and inspecting, identifying, and reporting any discrepancies for correction throughout the airport terminal complex. This position works closely with all the airport stakeholders, tenants, and Authority personnel.
Performs comprehensive terminal inspections to include: public and non-public concessionaire and tenant leased space, general terminal space, sterile areas, and secured areas of the airport.
Documents and reports deficiencies to the appropriate person(s) and ensures correction is accomplished to Authority standards in a timely manner.
Ensures terminal operations are in compliance with federal, state, and local rules and regulations.
Maintains constant awareness of operational challenges and requirements of the Airport’s tenants. Coordinates various terminal program elements and other duties as assigned by Operations & Safety managers, senior managers, directors, and/or management from Authority leadership.
Empowered to apply and enforce various Federal Aviation Regulations, Advisory Circulars, Operations Instructions, State, and County regulations.
Provides exceptional customer service to passengers or the general public.
Receives, documents, investigates, and appropriately responds to public complaints.
Responds to emergency situations/locations and assists with the establishment of an on-scene incident command post.
Responds to medical emergencies within the terminal to gather information and submit liability reports, as well as assist when necessary.
Attends terminal construction meetings to ensure operational safety, security, continuity, and integrity during all phases of construction.
Works closely with Federal agencies, tenants, stakeholders, and Authority personnel to ensure terminal operational continuity.
Assists the Lost & Found agent with the Airport’s Lost & Found program.
Assists with the oversight of the part-time Customer Care Associates and seasonal part-time Customer Service Ambassador employees to include scheduling and payroll.
Creates, maintains, and enhances various terminal operations reports.
Performs other duties as assigned.
Knowledge, Abilities and Skills: Knowledge of laws, rules and regulations which apply to the airport in addition to established airport policies related to their work area. Ability to communicate effectively both verbally and in written form. Ability to act independently without close supervision and to make independent judgments based on established procedures. Ability to work effectively with tenants and the general public. Ability to operate a two way radio, mobile and portable telephones, and personal computers. Occasional bending, stooping, lifting, reaching and frequent walking is required to perform this position.
Training and Experience: An Associate’s degree from an accredited university is required. A minimum of two years of operational experience providing similar duties in a large public-use facility or equivalent plus two years of customer service experience in aviation/airport/airline management or equivalent is preferred.
Schedule: Must have the ability to work different shifts (nights, weekends, holidays, and relief shifts) 24/7 depending upon needs of the department. Schedule may be adjusted periodically. Will be required to work nights, weekends and/or holidays and fill in shifts as necessary on a regular basis.
This position is subject to holdover or recall on a 24-hour basis for essential services and emergencies.
Licenses and Certifications: Possession of a valid Florida driver’s license is required. All entry level required training items in a formal syllabus must be met. Must successfully pass a TSA fingerprint based criminal history background check.
Southwest Florida International Airport served more than 10.3 million passengers in 2021 and is one of the top 50 U.S. airports for passenger traffic. No ad valorem (property) taxes are used for airport operation or construction. For more information, visit flylcpa.com or facebook.com/flyRSW.