Supervisor, Customer Service - Aces and Lost & Found

Supervisor, Customer Service - Aces and Lost & Found

As infrastructure critical to the region's growth and prosperity, Nashville International Airport (BNA) is a vital asset for Middle Tennessee and serves as a gateway to Music City and beyond. The State of Tennessee's 2025 Economic Impact Study reports that in 2024 alone, BNA generated $13.8 billion in total economic impact, supported 80,000 jobs and contributed to $2.1 billion in federal, state and local taxes. BNA receives no local tax dollars.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Drug Free Workplace.

Hiring Process:

1. Apply online
2. Interview
3. Offer
4. Ten (10) year background check, including criminal history check, motor vehicle check, pre-employment drug screen, and breath alcohol test
5. 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.

Day Shift: 8:00 am - 4:30 pm. (Hours may vary during peak operational periods)

Hourly Range: $27.88 (Min.) - $37.93 (Mid.) - $47.99 (Max.)

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

Job Summary: The Supervisor, Customer Service - Aces and Lost & Found is responsible for the coordination and supervision of the Flying Aces volunteer program. The supervisor will be responsible for orientation, ongoing training, communication, recognition program and administrative tasks for the Flying Aces program. The supervisor will perform duties and oversee the lost and found program for BNA. This supervisor will be able to assist in day-to-day functions and in a supervisory and oversight role for Lost and Found. The supervisor will act as a backup supervisor to the Customer Service team. The supervisor will be able to perform functions of a Customer Service Representative. These functions are assisting passengers in person or over the phone, handling complaints, issuing BNA Passports. Other responsibilities include staff training, coaching employees, conducting performance reviews with team members, discipline, and scheduling to maintain adequate staffing to meet daily demands of customer service.

Essential Responsibilities:

• Carries out supervisory responsibilities in accordance with the Authority's policies and applicable laws. Responsibilities include interviewing, hiring, coaching/mentoring staff, planning and assigning work, appraising performance, termination recommendations, resolving problems, time sheet submissions & approval, and making job assignments.
• Manages the Flying Aces volunteer program.
• Interviews and onboards new volunteers, conduct orientation.
• Delivers ongoing training and operational support to volunteers.
• Plans and organizes volunteer appreciation events.
• Maintains the Flying Aces breakroom information, hospitality and needed supplies.
• Responsible for ordering supplies and volunteer staff uniforms.
• Manages the lost and found program with daily oversight of the program and process.
• Lost and found duties include tracking, ensuring accuracy of data, correspondence, storage, safeguarding, and final distribution of items.
• Performs training for Customer Service staff on Lost and Found processes and policies.
• Performs as a back-up supervisor for the Customer Service team. Assists passengers, handles complaints, and provides leadership, as needed, for Customer Service Representatives on shift.
• Works with Customer Service team to ensure daily passenger feedback surveys are completed within assigned shift.
• Coordinates volunteers and Customer Service team in line management response and provides assistance within heavy passenger volume.
• Conducts quarterly updated customer service training to ensure staff remains informed, skilled and aligned with current service standards.
• Ensures staff and volunteers have the resources and knowledge to perform their duties.
• Provides data to assist management with preparing customer service metrics reporting.
• Assists in scheduling, escorting, and conducting airport tours or approved airport sponsored visits.
• Interprets and enforces MNAA's policies, regulations, and practices.
• Reports deficiencies at the airport to maintenance, IT or other responsible party.
• Identifies environmental hazards and addresses in accordance with Occupational Safety and Health Administration (OSHA) regulations.
• Follows all safety regulations.
• Maintains regular and on-time attendance.
• Supports MNAA's commitment to its culture and values, including Respect, Integrity, Service and Excellence (RISE).
• Performs other duties as assigned.

Knowledge, Skills, Abilities and Other Characteristics:

• Conflict Management: Skill in managing conflict and identifying effective and mutually beneficial solutions to the sources of conflict
• Develops and maintains positive relations with employees, airport tenants and other business partners in order to provide timely, relevant information and to promote the corporate image and interests of the airport.
• Service Orientation: Actively looks for ways to help people.
• Computer Use: Skill in using a personal computer, the internet, and other software to perform job-related functions.
• Attention to Detail: Is careful about detail and thorough in completing work tasks.
• Communication: Skill in communicating effectively at all levels of the organization and with stakeholders, both orally and in writing.
• Works independently and in a team setting efficiently and professionally with a positive attitude.
• Receiving Direction: Skill in receiving and following written and oral direction.
• Relationship Building: Skill in establishing and maintaining effective and professional working relationships with others.
• Written Comprehension: Ability to read and understand information and ideas presented in writing.
• Disability Awareness: Attends to the special needs of customers with disabilities.
• Goal Orientation: Focuses on meeting goals and achieving positive results.
• Provide exemplary customer service to all individuals by demonstrating a willingness to be attentive, understanding, responsive, fair, courteous, and respectful, and to actively participate in maintaining a positive customer service environment.
• Leadership: Skill in leading, taking charge, and offering opinions and direction.
• Safety and Security: Knowledge of equipment, policies, procedures, and strategies to promote safety and security.
• Ability to obtain and maintain a Secure Identification Display Area (SIDA) Badge.
• Communication: Skill and the ability to explain processes, and policies to staff and customers.
• Supports MNAA's commitment to its culture and values of RISE (Respect, Integrity, Service & Excellence).

Qualifications:

Required:

• High School Diploma or equivalent.
• 2 years of customer service, hospitality, or related experience.
• 2 years of supervisory experience.
• Valid Driver's License - Class D.

Preferred:

• Associate's Degree in Hospitality, Business, Marketing, Communication, Public Relations, or related field.
• 4-5 years of supervisory experience in customer service, hospitality or related experience.
• 2-4 years fluency in additional language(s).
• ASQ Departure Survey Field Agent Certification within 30 days of hire.