Customer Service Representative

About the role

The Customer Service Representative (Information Center) plays a crucial role at Nashville International Airport (BNA), serving as a vital link between passengers and airport staff. This position is essential for ensuring smooth operations and exceptional customer service.

Responsibilities

• Provides information to customers regarding check-in procedures, airline counter locations, baggage handling, concourse and gate locations, airline schedules, and ground transportation.
• Communicates and responds using positive language to all airport employees and guests.
• Receives, tracks, safeguards, returns or donates lost items and assists with line management and facilitating continuous passenger flow during heavy volume.
• Maintains information center files and monitors Flight Information Display System (FIDS).
• Reports deficiencies at the airport to maintenance, IT or other responsible parties.
• Provides announcements or pages over the public address system as requested.
• Aids international travelers with questions, queues them, and provides information as needed.
• Collects and reports daily data pertaining to international arrivals and departures, baggage and customer queuing.
• Supports non-English speaking travelers using the language services.
• Performs daily passenger feedback surveys in accordance with established procedures and training as scheduled.
• Maintains an accurate traveling public comment log that is reported on monthly.
• Verifies guest identification and issues BNA PASSport within the program.
• Supports customer service programs such as the Hidden Disabilities Sunflower initiative.
• Supports MNAA's commitment to its culture and values, including Respect, Integrity, Service and Excellence (RISE).
• Maintains regular and on-time attendance.
• Supports other airport functions as assigned.

Requirements

• 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

Qualifications

• Knowledge of airport operations and general operations.
• 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.
• Ability to obtain and maintain a Secure Identification Display Area (SIDA) Badge.

Skills

• Proficiency 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.

Benefits

Benefits include deferred compensation plans, educational assistance, health, dental, vision, life, disability insurance, health screenings, paid holidays, annual/bereavement/military leave, and more.

Pay

Hourly Pay Range: $19.04 - $32.78. Final pay offer will be based on relevant skills and experience to the position.

Schedule

This shift operates from 2:30 pm - 11:00 pm, with potential weekend coverage and two days off during the week. Exact working days will be determined upon hire.