Customer Service Representative

Customer Service Representative

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 Job Duties:

• 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.
• Operates lost and found service and other customer service programs.
• 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.
• Identifies environmental hazards and addresses in accordance with Occupational Safety and Health Administration (OSHA) regulations.
• 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.
• Performs terminal checks for safety and authorized use of common use spaces.
• Assists in scheduling and conducting tours of the airport terminal building.
• Maintains updated brochure list, and orders brochures as needed.
• 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:

• 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:

• H.S. Diploma or equivalent
• At least one year experience in a customer service-related field

Preferred:

• Associate's degree in a related field.
• 2-4 years' experience in the hospitality, customer service or related field
• 2-4 years' Fluency in additional languages