bilingual customer service associate

customer service representative

operations coordinator

communications coordinator

utility worker

TBI Airport Management

This company does not provide an environment, management styles and/or company policies that promotes/encourages employee retention. Their company policies are their own worst enemy because they promote high turnover and a poor employee relationship/environment with management. 

A typical day for dayshift goes by very fast because you inspect the movement area on every shift, are constantly escorting contractors, maintenance personnel or aircraft. You are also management tenant requests, complaints and airport need on the airside. I found all this to be very enjoyable. 

I was really excited to work here initially, but it was short lived because it was clear that I walked into a politically hostile and unkind environment with management/employee culture. I was very disappointed about this because I spent a lot of my career working towards a position in operations at this airport. I had over 13 years in aviation in airport operations, airport management and as a pilot when I started working here, but I felt that I was constantly belittled or met with condescending behavior. They will act like you do not know anything even if you have experience or they belittle you for asking questions on things they do not want to address. 

Example: I suggested that we have a meeting with Air Traffic Control management to promote good communication/understanding because it was clear there was a misunderstanding between airport operations and air traffic control on certain escort or low visibility operation procedures. The response I got was "well, it has always been this way and if they mess up, it is on them. This is why when we hire you, we ask if you have great critical thinking skills and can make quick decisions without guidance." They avoided/ignored the issue and insulted me instead. Another employee after management left told me that they just stop talking when they/the managers respond this way. 

Management basically told me constantly in casual conversation (without me asking) that my experience, knowledge and education did not matter. If something goes wrong, you are the first everyone/management will blame, even if it is their fault/poor management. 

There were two other people who were hired at the same time as me that felt this same way. I kept to myself and avoided management/conversations with management for this reason. 

They have a high turnover rate, which is why they must pay higher rates for airport operations staff. The best part about this company is the benefits/pay. 

Expect a lot of overtime, which was fine for me (I loved the money). But you must do mandatory overtime in operations if the location is understaffed, or someone is temporarily off work/calls off. 

Lots of favoritism. I was written up for being 2 minutes late, but I saw multiple times that they excused their favorite employees from being late.

If you are in operations, you are on a rotating schedule every 4 months (they did not mention this in the interview process). 4 months or longer depending on staffing needs in every shift - day, swing and grave. 

There is no job security, this company acts as contractors for airports/to manage airports.

TBI has a very strict and somewhat unreasonable attendance policy that most employees complain about. This was honestly the worst part about them right next to their company culture. If you are 1 minute late to clock out for lunch, you are written up/receive points deducted. If you forget to take lunch, then you are written up (I did this...it gets busy sometimes). If you are more than 1 minute late for work, you are written up/have points marked on your employment (even on overtime days). If you are late for an overtime shift, you get extra points deducted from you. If this happens three times or if your points add up to a certain number, you are let go. 

I signed up for a lot of overtime. This meant a lot of Grave to Day shift overlapping schedules or overtime on my off days. I worked Grave and came back in 6 hours later to work swing since they asked for the help. 

I was let go for this shift/being two minutes late...or so they say. Be careful to watch the time clocks because they malfunction often. I had pictures of me being at work on time because the time clock was not working and clocked me in two minutes later than my start time. However, they did not want to see the pictures because they said HR already made their decision. 

Overall, I loved everything with the aviation/airside operations. I just did not like the company management and policies that created a hostile work relationship. 

To say that TBIAM and its associated contractual entities at Hartsfield-Jackson Atlanta International Airport are "behind the times" would be an unfairly favorable review. The company effectively produces nothing of any value, generating huge volumes of paperwork that are filed away and never looked at again or faxed to machines that feed into shredders. The vast majority of the daily workload could be easily, quickly, and cheaply automated, but management not only fails to understand but even actively resists any diversion from their processes originating from the golden era of aviation half a century ago. There is no form of meritocracy in play; responsibilities and, accordingly, promotions are granted to whoever is unfortunate enough to have generated the most seniority regardless of performance in their existing position. The entire managerial caste is like a study into the Laurence Peter principal ("managers rise to the level of their incompetence") that went awry.

In short, TBIAM is a means to a paycheck. A barely livable one, as the pay scale has not even attempted to match domestic inflation, but a paycheck nonetheless. As long as you are able to ignore the obvious, egregiously apathetic and borderline unethical standard practices of the company then if nothing else it might serve as a stepping stone into a career in the aviation industry. Expect nothing beyond that, and still be prepared for constant disappointment.

This job is very tiring mentally and physically. Physically you stand 3 hours the most at some post or space Inside of international airport. Mentally tiring because you will endure the same briefing every morning before you enter floor at 5am or 1pm depending on your shift. The bidding is every couple of months and without seniority or time in TBI, your bid with scheduling will not matter unless you are a favorite among supervisor or lead. Every hour you may have to walk to a different post but be prepared to be late to leave your previous post because someone you are waiting on while checking your printed schedule, may stop by the store or restroom to make you late to your next post to stand and domino effect on and on. Must call to let lead or supervisor know you are going to the restroom like children in 3rd grade. Supervisor and leads do not or barley pick up someone's position unless you stress a problem with current situation or schedule change. Most importantly, keep your business to yourself!!! Do not, I repeat waste your time, I've done it.

A typical day at work involves long hours standing, assisting passengers and answering Spanish calls in the customs/immigration area. Interpreting and engaging in the primary and secondary inspections is an interesting experience where you can learn about U.S. laws and procedures. The bad thing is the pay is not good for doing two jobs, (being a customer service agent and interpreter) you get paid the same as those who get hired as just customer service agents. Since TBI is a contractor, pay is not fair or close to the average other interpreters make. There is no room for growth and a lot of favoritism. Management is unprofessional and unqualified to be in leadership positions. Expect to get paid about the same even after being there for five years. The raises are a joke. One time we received an 8 cent raise and a year later 30 cents. Balancing family and personal life is difficult because of the shifts. 5am - 1:30pm and 1pm - 9:30pm. You will be tired 80% of the time.

TBI in the early 2000's to about 2012,was great! The company had awesome managers back then,that actually cared for their employees.There were nice incentives,and noone felt like robots! Fast forward, after all of the former managers left the company and things changing for the worst! Morale went down,and the newer management wanted to operate with the "strictly business" mentality! The new management are very responsible for bringing a company down that was once loved and admired for having great customer service and connections with other shareholders . There's one leader of the pack,I won't say his name,but he knows who he is,that is a big factor in the high turnover rate and low ratings.Nobody seem to care about the workers.You just have the puppet master and his puppets running the show,and none of them seem to know what they are doing! I wish them well though....

it is a very stressful job working for TBI; to apply security and to guide  a thousand of passengers everyday requires a lot of responsibilities. beside a stress, to interact with that many people a day, you learn a lot everyday. The management day by day impalement rules in different prospective according to a circumstance. The  individual job responsibility per post is critical but actually is a team work; the present of a co-worker is always helpful. when there are 6 to 7 flights landing at the same time, You talking about a thousand and plus passengers; the level of security is in a red code. The most enjoyable part of the day is when we finish handling a big rush of passengers with no incident and is time to go home for the day.

The job is not difficult, you help passengers in English and the languages you were hired to interpret. Also, most of the employees of our department stay standing all day, except lunch. What makes this company questionable, are the decisions of management; how they operate and treat their employees, which leaves a lot to be desired. I understand that this has been a hard year, but it highlighted how little the company cares about their employees. They are also currently understaffed, but they always lack interpreters for the languages they need the most, because the interpreters do not stay. If you have a good support system at home, working here is not too bad. If you need a semblance of flexibility, empathy, honesty and good communication then this is not for you. You should be absolutely fine if you can mostly pretend you are a robot.

Working for TBI could be great if they had a better management. They work around with your hours which is great. The job is not stressful unless is the summer time where you could see the lack of management affecting their employees due to overwork. They have block out days for the holidays which suck but if you are not big on that than is not a problem. Coworkers normally get along and work with you although you do find some lazy ones. Supervisors are all in a different page and some had 0 experience at their position and try to over use their authority. This job is not bad for those looking for a part time although it sucks in the slow season since they cut a lot of hours. As a full time unless you dont pay a lot in bills is hard to live with because they only pay $11 an hour.

The company provides services for the Department of Aviation, City of Atlanta.  Therefore, rather than striving to be the efficient, customer-oriented company that they claim to want to be, they continually consider the political implications of decisions.  Most troubling is the manner in which the company is paid: 15% of cost of services.  This means that instead of trying to save money and provide services efficiently, management is constantly considering how they can creatively add expense so they can be paid more.  Honestly, I believe I could have done absolutely nothing and stayed there, but management there just wasn't my cup of tea. Good people work there, though.  If you don't care too much about how the company is run, it probably wouldn't be a bad place to work. Not a lot is expected.

What I love most about my job is learning transferable customer service skills. Treating customers, clients, passengers, or any other individual that you serve is extremely important. The hardest part of the job is handeling customers that don't understand English. I deal with hundreds of international passengers daily. Most of them don't understand English, so I have to communicate with them the best way I know in order to ease their frustration. The most enjoyable part of my job is when I successfully deliver high quality customer service. I feel well accomplished to see my passengers walk a way with a touch of relief and a smile on their faces.

Top Job Titles	Average Salary
Bilingual customer service associate 11 salaries reported	$21.00 per hour
Customer service representative 2 salaries reported	$19.00 per hour
Operations coordinator 4 salaries reported	$25.17 per hour
Communications coordinator 2 salaries reported	$25.08 per hour
Utility worker 2 salaries reported	$18.00 per hour

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