Airport Passenger Services Dispatcher
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.
- 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.
- 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.
Benefits
- ABM offers a comprehensive benefits package.
- For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
