Date Opened: Monday, April 20, 2026 12:00 AM

Close Date: Saturday, April 25, 2026 12:00 AM

Department: Aviation Department

Function Apprentice/Internships

Salary: $24.00 - $23.00 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

The International Arrivals / Airport Services Representative E2E position is designed for recent high school graduates seeking to launch a career in airport customer service, passenger operations, and aviation support through the City of Charlotte’s Education 2 Employment program. This entry-level position provides hands-on training and mentorship in international arrivals areas, focusing on passenger assistance, wayfinding, queue management, and use of digital and AI tools to support a safe, orderly, and welcoming environment for travelers.

Essential Duties and Responsibilities

• Provide proactive customer service in international arrivals areas by greeting passengers, answering questions, and offering directions to baggage claim, customs, connecting flights, ground transportation, and other airport services.
• Support wayfinding and passenger flow by monitoring congestion, directing passengers to appropriate lines and checkpoints, and helping implement temporary queuing plans during construction, events, or operational changes.
• Assist passengers with airport technology self-service kiosks, mobile apps, translation tools, and digital wayfinding systems; help them access accurate flight, gate, and facility information.
• Use translation apps, multilingual kiosks, and digital assistants to communicate with passengers who have limited English proficiency, verifying critical information for accuracy and clarity.
• Provide assistance within scope of role to passengers with disabilities, elderly travelers, and families with small children.
• Use radios, phones, and internal communication systems to relay information to supervisors, airport operations, and partner agencies; log passenger inquiries, incidents, and service requests using digital and AI-assisted reporting tools.
• Coordinate with airport operations, CBP, TSA, airlines, and ground transportation staff on passenger flow, queuing changes, lane openings/closures, and reroutes, including communicating insights from passenger flow or wait time tools where deployed.
• Monitor signage and digital displays to ensure information is visible, accurate, and helpful; report issues for correction and support updates to messaging as directed .
• Recognize and promptly report safety, security, or health concerns to the appropriate authorities; follow established procedures for incidents, lost passengers, and service disruptions.
• Provide calm, clear directions to passengers during alarms, evacuations, or other emergency actions, using official digital alert systems and communication channels as directed.
• Support service recovery after delays, long lines, or irregular operations (IRROPS) by helping passengers access accurate information through official channels and coordinating follow-up when needed.
• Document notable incidents, recurring questions, and patterns so that digital FAQ’s, chatbots, and AI assistants can be improved over time; participate in briefings and debriefings to refine workflows.
• Follow all airport safety rules, PPE requirements, and situational awareness practices in high-traffic public areas.
• Participate in on-the-job training sessions and professional development opportunities provided through the E2E program.
• Complete required safety, customer service, first aid/CPR, and technology trainings as assigned.
• Other duties as assigned.

Transferable Skills Developed

This E2E position provides recent high school graduates with valuable transferable skills applicable to multiple career pathways:

Technical Skills:

• Knowledge of airport layout, international arrivals processes, and key partners (CBBP, TSA, airlines, airport operations).
• Use of radios, phones, internal communication systems, and digital reporting tools.
• Operation and support platforms, including translation apps, self-service kiosks, mobile apps, and chatbots.
• Basic understanding of safety, security, access control concepts (e.g., SIDA awareness), and queue management in public spaces.

Professional Skills:

• Time management and organization in a dynamic, high-traffic environment.
• Following detailed procedures, emergency communication protocols, and service standards.
• Problem -solving and decision making in real time passenger service situations.
• Accurate documentation and incident reporting using digital and AI-assisted tools.

Interpersonal Skills:

• Customer service and hospitality skills for diverse international passengers.
• Active listening, empathy, and de-escalation basics when handling complaints and routine service issues.
• Clear verbal communication and professional demeanor with passengers, coworkers, and partner agencies.
• Collaboration and coordination with multiple stakeholders across airport operations.

Career Readiness:

• Understanding of airport operations, public safety, and regulatory partners.
• Workplace professionalism, ethics, and situational awareness in a secure transportation environment.
• Experience knowing when to doublecheck outputs and when to escalate concerns.
• Foundation for careers in airport customer service, airline operations, aviation management, security support, transportation, or hospitality.

Knowledge, Skills, and Abilities

• Interest in aviation, customer service, and working in a large, fast-paced public facility.
• Strong communication skills with the ability to provide clear directions and explanations to diverse passengers.
• Comfort using smartphones, tablets, apps, and digital systems; willingness to learn AI-enabled tools and understand their strengths and limitations.
• Ability to remain calm, courteous, and professional during busy periods, long lines, and stressful situations.
• Ability to understand and follow detailed procedures, safety rules, and emergency instructions.
• Strong attention to detail when monitoring signage, information displays, and queues.
• Ability to establish and maintain effective working relationships with supervisors, coworkers, and partner agencies.
• Reliable transportation to report to assigned work location and shifts.
• Positive attitude, strong work ethic, and willingness to learn and receive feedback.

Minimum Qualifications – E2E Program Requirements

• Must be 18 years of age by July 13, 2026.
• Must graduate from a Charlotte-Mecklenburg Schools (CMS) high school as part of the Class of 2026.
• Ability to meet any Aviation Department requirements for badging, security clearance, or access to designated areas, including passing required background checks and screenings.
• Must successfully pass a pre-employment background check, drug screening, and any required physical or security related assessments.
• Ability to work a full-time schedule (typically 40 hours per week), including evenings, weekends, and holidays as needed to support airport operations.

Preferred Qualifications

• Interest in pursuing a career in aviation, airport operations, hospitality, tourism, or customer service.
• Prior experience (paid or volunteer) in customer service, hospitality, events, or other public-facing roles.
• Bilingual or multilingual skills are highly desirable for assisting international travelers.
• Familiarity with mobile apps, navigation tools, or translation software.
• Participation in high school programs or activities related to world languages, travel, hospitality, business, or technology.

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us.

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.