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About the Role

Altitude Access Solutions Inc. is seeking dedicated Guest Experience Coordinators to manage airport parking operations. This role is the primary customer service and administrative contact for guests, ensuring a positive and reliable experience through various technology platforms.

Responsibilities

Answer incoming customer calls, intercoms, and electronic inquiries regarding airport parking services.
Assist guests with reservation QR codes, parking access credentials, payment systems, and parking equipment issues.
Verify customer eligibility and remotely grant access or exits according to 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.
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.
Coordinate with shuttle drivers, maintenance staff, and supervisors on 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.
Good knowledge of Microsoft 365, including SharePoint, Teams, Excel, Word, and Outlook.
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.
Ability to perform sedentary work involving sitting/standing at a desk.
Ability to perform repeating motions with eyesight, wrists, hands, and/or fingers.
Ability to lift 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.
Must pass a security clearance background check.

Skills

Customer service
Conflict resolution
Verbal communication
Written communication
Organization
Multitasking
Attention to detail
Judgment
Stress management
De-escalation
Technology platform usage
Reservation system usage
Camera system usage
Access control system usage
Microsoft 365 (SharePoint, Teams, Excel, Word, Outlook)
Parking management software
Communication device usage (radios, tablets, dispatch systems)

Location

Syracuse Hancock International Airport

Work Type

Full-time
Shift work (including evenings, weekends, holidays)

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

Paid time off
Paid holidays
Medical/Dental/Vision
NYS Deferred Compensation Plan 457(b) with employer 401(a) match
Paid Family Leave
Employee Assistance Program
Flexible Spending Accounts
Supplemental Insurance
$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.