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About the Role
Altitude Access Solutions Inc. is seeking dedicated individuals to join their team as Guest Experience Coordinators. This role serves as the primary customer service and administrative point of contact for guests using airport parking facilities, ensuring exceptional service and supporting a technology-driven environment.
Responsibilities
- Answer incoming customer calls, intercoms, and electronic inquiries regarding airport parking services.
- Assist guests experiencing issues with reservation QR codes, parking access credentials, payment systems, and parking equipment.
- Verify customer eligibility and remotely grant access or exits in accordance with established procedures.
- Provide guests with parking information, rates, directions, shuttle information, and other airport-related assistance.
- Resolve customer concerns professionally and escalate complex issues to supervisors as necessary.
- Document customer interactions and maintain accurate records of service requests and complaints.
- Monitor parking management software and customer service platforms.
- Assist with processing refunds, duplicate receipt requests, customer adjustments, and account inquiries.
- Maintain records, reports, logs, and customer correspondence.
- Manage the Monthly Parking Program.
- Generate daily and monthly operational reports.
- Support data entry and administrative projects related to parking operations and guest services.
- Assist with badge access records, lost ticket documentation, and reservation audits.
- Monitor parking occupancy levels and communicate operational issues to supervisors and other stakeholders.
- Coordinate with shuttle drivers, maintenance staff, and supervisors regarding customer service matters.
- Assist in emergency communications and incident documentation.
- Support the implementation of new customer service initiatives and technologies.
- Execute additional responsibilities as assigned to support operational continuity and organizational objectives.
Requirements
- Strong customer service orientation and conflict resolution skills.
- Ability to remain calm and professional during stressful situations.
- Excellent verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Strong attention to detail and accuracy.
- Ability to exercise sound judgment when granting access or resolving customer issues.
- Ability to work well under stress.
- Ability to de-escalate difficult situations with customers.
- Comfortable working with technology platforms, reservation systems, cameras, and access control systems.
- Ability to communicate effectively with guests, airport tenants, airlines, and the public.
- Ability to learn parking management, reservation, and access control software systems.
- Ability to use communication devices, such as radios, tablets, or dispatch systems.
- Ability to fluently read, write, speak, and understand English.
- Sedentary work that involves sitting/standing at a desk.
- Repeating motions that may include eyesight, wrists, hands, and/or fingers.
- Lifting up to 25 lbs. on occasion.
- Ability to listen and speak clearly on a telephone or through a headset.
- Must successfully complete E-Verify I-9 process.
- Employment offer contingent on passing a security clearance background check.
Skills
- Microsoft 365 (SharePoint, Teams, Excel, Word, Outlook)
- Parking management software
- Reservation platforms
- Access control systems
- Customer service technologies
Location
- Syracuse Hancock International Airport
Work Type
- Part-time
- Full-time
Experience Level
- 2 years of customer service, hospitality, administrative support, parking operations, transportation, or airport-related experience preferred.
Education Level
- High school diploma or GED required.
- Associate's degree in Business Administration, Hospitality, Communications, or related field, preferred.
Benefits
- Dental/Vision if you work more than 30 hours per week on average
- NYS Deferred Compensation Plan 457(b) with employer 401(a) match
- Paid Family Leave
- Employee Assistance Program
- Flexible Spending Accounts
- Supplemental Insurance
- Night Shift Differential. $1.00/night shift differential for the 11:00 p.m. - 7:30 a.m. shift.
About the Company
- Altitude Access Solutions Inc. is the new operator of the Syracuse Hancock International Airport parking operation.
- We are growing and seeking dedicated, hardworking individuals to join our team.
- As our operations expand, we have multiple new positions available.
Equal Opportunity
- Altitude Access Solutions, Inc. is committed to equal employment opportunity and leveraging the talent of a diverse workforce to serve the traveling public at Syracuse Hancock International Airport.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran, or any other basis protected by Federal, State or Local law.
- We encourage individuals from all backgrounds to apply.