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Landside Operations Agent

Category: Classified
Pay Grade: C17
Job Code: 22721

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.  Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

JOB SUMMARY

Performs a full scope of terminal-related duties including assisting the public and public safety personnel when needed and ensuring the day-to-day safe, secure, efficient, and convenient operations of the terminal and public service functions at the St. Pete-Clearwater International Airport. Responsibilities include safety, functional and security inspections, tenant relations, responding to and documenting medical and other emergencies, crowd control and management, responding to customer complaints, providing information assistance and direction to the public, curbside traffic direction and enforcement.  Assisting Airport Operations Supervisors and escorting customers as needed.  Work is performed under the general direction of the Airport Operations Manager.

ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)

• Provides information and guidance to the traveling public and tenants in a courteous manner;
• Monitors the flow of passengers through the terminal as well as curbside traffic to include TSA checkpoints and United States Customs-Border Patrol Federal Inspection Station;
• Provides effective and courteous crowd management/control in the terminal areas making use of tactics, barricades, and stanchions to assist with crowd control;
• Provides a high level of customer service to the public, tenants, concessionaires, and other stakeholders;
• Responds to requests for information, and to customer complaints in order to resolve issues or provide guidance;
• Monitors and inspects the terminal facilities to identify hazards or operational and safety issues;
• Submits work orders to Airport Facilities for repairs;
• Ensures compliance with Federal Aviation Regulations as well as TSA regulations, local laws and airport rules and regulations;
• Provides assistance including escorting customers as needed;
• Provides support and assistance to police, firefighters, EMS, and other first responders regarding structural, fire, and medical incidents in the terminal or surrounding property;
• Ensures all emergency egress routes and doorways are maintained and accessible;
• Responds to or investigates gate alarms and takes corrective action as needed;
• Assists U.S. Customs as required per airport regulations.  Ensures the Customs area is ready for international arrivals and acts as the airport representative assisting U.S. Customs;
• Inventories, deploys, and operates various equipment as required;
• Performs routine patrol operations in the terminal as well as the surrounding property to include perimeters;
• Assists Airport Operations Supervisors as required;
• Maintains daily logs, records, and reports;
• Maintains the Airport lost and found items to include returning phone calls and responding to customer email inquiries;
• Performs other duties as assigned.

QUALIFICATIONS

Education and Experience:

Three (3) years of related work experience including  security operations, customer service, and interacting with people under potentially perilous or sensitive circumstances; or an Associate’s degree in Aviation Management, Criminal Justice, Emergency Management, Business, or a related field and one (1) year of experience as described above; or an equivalent combination of education, training, and/or experience.  Must possess or obtain within thirty (30) days of employment, a federally mandated security clearance (STA, CHRC) required to work at an airport.

Special Qualifications (May be required depending on area of assignment):

• Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• Other knowledge, skills, abilities, and credentials required for a specific position.

Knowledge, Skills, and Abilities:

• Knowledge of laws, rules and regulations which apply to the airport;
• 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 operate a two-way radio, mobile and portable telephones, and personal computers;
• Ability to establish and maintain successful working relationships with individuals of diverse backgrounds;
• Ability to respond tactfully and courteously with all internal and external customers such as airport tenants, the public, co-workers, supervisors, etc.;
• Ability to analyze high stress and emergency situations quickly and objectively, determining a proper course of action to be taken and provide for an organized, calm, and professional response;
• Ability to work different shifts (nights, weekends, holidays, and relief shifts) depending upon needs of the department;
• Competency in basic computer skills and ability to learn new software applications;
• Ability to keep accurate and concise records;
• Performs other duties as assigned.

PHYSICAL/MENTAL DEMANDS

The work is light work which requires exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.  Additionally, the following physical abilities are required:

• Balancing: Maintaining body equilibrium to prevent falling while walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. The amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
• Handling: Picking, holding, or otherwise working, primarily with the whole hand.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
• Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone; and to hear recordings on transcription device.
• Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
• Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
• Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Repetitive motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
• Standing: Particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

WORKING CONDITIONS

At times work may involve exposure to unpleasant weather or conditions including loud noise, rain, wind, cold, heat, and high humidity. Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs.