Airport Passenger Services Dispatcher

ABM•Nashville, TN

2d•Onsite

About The Position

The Wheelchair Passenger Services Dispatcher / Coordinator at Nashville International Airport (BNA) is responsible for coordinating and assigning wheelchair service agents to ensure safe, timely, and professional assistance to passengers requiring mobility support. This position plays a critical role in supporting airline partners at BNA while upholding ABM’s standards for safety, service excellence, and operational efficiency. The Dispatcher/Coordinator ensures compliance with ADA requirements, airline service agreements, and airport operational procedures while supporting the high passenger volume and dynamic environment at BNA.

Requirements

High school diploma or GED required.
Strong organizational and multitasking abilities in a fast-paced environment.
Proficient in basic computer systems and dispatch software.
Excellent communication and problem-solving skills.
Ability to work flexible schedules, including early mornings, evenings, weekends, and holidays.

Nice To Haves

Prior experience in airport operations, aviation services, logistics coordination, or customer service preferred.
Knowledge of Nashville International Airport (BNA) terminal layout and concourse operations preferred.

Responsibilities

Receive and prioritize wheelchair service requests from multiple airline partners operating at BNA.
Monitor flight schedules, gate assignments, delays, diversions, and irregular operations (IROPs) within BNA terminals.
Assign wheelchair agents strategically across concourses to maintain efficient coverage and minimize passenger wait times.
Adjust staffing coverage during peak travel periods, special events, weather disruptions, and holiday travel.
Track service completion times to ensure compliance with airline service level expectations.
Serve as ABM’s primary coordination contact for airline gate agents, ticket counter staff, and BNA operations personnel.
Provide real-time updates on service status and staffing coverage.
Escalate operational challenges, passenger concerns, or safety issues to ABM leadership promptly.
Maintain professional working relationships with airline station managers and airport stakeholders.
Ensure all wheelchair services are delivered in compliance with ADA standards and ABM safety policies.
Promote safe passenger handling techniques and proper equipment use.
Monitor adherence to airport security and badging requirements.
Report incidents, service irregularities, or safety concerns according to ABM and BNA protocols.
Support supervisors with shift coverage planning and attendance tracking.
Coordinate agent assignments across BNA concourses to maintain balanced workload distribution.
Assist with onboarding and training of new dispatch personnel as needed.
Reinforce ABM’s culture of accountability, professionalism, and customer focus.
Maintain daily dispatch logs and performance tracking records.
Document service delays, complaints, and operational challenges.
Assist management in preparing reports related to staffing levels and service metrics.
Perform other duties as assigned.