As one who has had a run in or two with some real 'people persons' who work CS at IAD...I can say that there are some great people that do work the RCC's at IAD. Once you know them, they can be real life savers in messy situations.
For example, "Paul" (I wish I could remember his last name!!!), is one of the really great IAD UA Service Directors who frequently works the desks in all of the clubs and the Int'l F Class lounge. He cares alot about his job and the company...which is not always the case with others at UA.