Customer Service Representative

As infrastructure critical to the region's growth and prosperity, BNA is a vital asset for Middle Tennessee and serves as a gateway to Music City and beyond. According to a recent State of Tennessee study, in 2019 alone, BNA generated more than $9.9 billion in total economic impact. BNA supported more than 76,000 jobs in the region and produced more than $443 million in state, local and federal taxes. BNA receives no local tax dollars. For more information, visit flynashville.com. Follow us on Facebook: @NashvilleInternationalAirport, Twitter: @Fly_Nashville and Instagram: @FlyNashville. Learn more about BNA® Vision, our growth and expansion plan for the airport, at BNAVision.com. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Drug Free Workplace.

Hiring Process:

• Apply online
• Interview
• Offer
• Ten (10) year background check, including criminal history check, motor vehicle check, pre-employment drug screen, credit check, and breath alcohol test
• Onboarding

Benefits :

• Deferred compensation plans
• Educational Assistance
• Health, Dental, Vision, Life, Disability Insurance
• Health Screenings
• Paid Holidays
• Annual/Bereavement/Military Leave

Accepting Applications Until Filled

Shift: 2nd Shift- 2:30 pm-11:00 pm ( Exact working days TBD upon hire). This shift will include weekends with two days off during the week.


Hourly Pay Range : $19.04- $32.78

*Final pay offer will be based on relevant skills and experience to the position.

Job Summary: The Customer Service Representative (Information Center) is responsible for providing excellent customer service to guests and employees. Other responsibilities include answering phone calls, utilizing paging system, collect and report survey data, assists with lost and found services and maintains working knowledge of airport services.

Essential Responsibilities:

• Provides information to customers such as check-in procedures, airline counter locations, baggage checking and retrieval, concourse and gate locations, airline schedules, and ground transportation.
• Communicates & responds using positive language, with all airport employees and guest.
• Responsible for receiving, tracking, safeguarding, the return or donation of lost items
• Assists with line management and facilitating continuous passenger flow during heavy volume.
• Maintains information center files.
• Monitors Flight Information Display System (FIDS) and maintains up-to-date information.
• Reports deficiencies at the airport to maintenance, IT or other responsible parties.
• Provides announcements or pages over the public address system as requested.
• Assists international travelers with questions, assists in queuing and provides information as requested.
• Collects and reports daily data pertaining to international arrivals and departures, baggage and customer queuing.
• Provides customer service to non-English speaking travelers using the language services.
• Provides literature and assists the public regarding tourist accommodations, hotels, restaurants, and historical points of interest.
• Performs daily passenger feedback surveying in accordance with established procedures and training as scheduled.
• Maintains accurate traveling public comment log that is reported on monthly.
• Verifies guest identification and issues BNA PASSport within the program.
• Provides support for customer service programs such as the Hidden Disabilities Sunflower initiative.
• Performs terminal checks for safety and authorized use of common use spaces.
• Assists in scheduling, escorting and conducting tours or approved airport sponsored visits.
• Maintains updated brochure list, and orders brochures as needed.
• Identifies environmental hazards and addresses in accordance with Occupational Safety and Health Administration (OSHA) regulations.
• Maintains regular and on-time attendance.
• Supports MNAA's commitment to its culture and values, including Respect, Integrity, Service and Excellence (RISE).
• Follows all safety regulations.
• Performs other duties as assigned.

Knowledge, Skills, Abilities and Other Characteristics:

• Skill in using a personal computer, the internet, and other Microsoft or other software programs.
• Knowledgeable in the operation of common office equipment, such as telephones, copiers, etc.
• Understands or has the ability to understand the general operations of an airport.
• Ability to listen patiently and communicate clearly with airport users.
• Willingness to approach guests and engage for passenger feedback.
• Ability to respond using positive language, to all airport users.
• Ability to work effectively with team members, fostering a positive and collaborative environment.
• Relationship Building: Skill in establishing and maintaining effective and professional working relationships with others.
• Ability to obtain and maintain a Secure Identification Display Area (SIDA) Badge.

Qualifications:

Required:

• High school diploma
• 1 year of customer service-related experience

Preferred:

• Associates degree in a related field
• 2-4 years experience in the hospitality, customer service or related field
• 2-4 years fluency in multiple languages
• ASQ Departures Survey Field Agent Certification (within 30 days of hire)