Manager, Airport Customer Service

Metro Nashville Airport Authority•Nashville, TN

About The Position

The Manager, Airport Customer Service is responsible for analyzing and reporting data for the Airport Customer Service team in the continuous pursuit of delivering outstanding customer service to the passengers and guests at the Nashville International Airport. In the pursuit of outstanding customer service, the manager also provides direction, oversight for the Customer Service team on passenger surveys.

Requirements

Professionalism: Demonstrates professional behavior and appearance in all situations.
Communication: Skill in communicating effectively at all levels of the organization and with stakeholders, both orally and in writing.
Attention to Detail: Is careful about detail and thorough in completing work tasks.
Managing Workload: Skill in organizing and prioritizing work, handling multiple responsibilities, and meeting deadlines.
Computer Use and Microsoft Office: Skill in using Microsoft Office applications such as Outlook, Word, Excel, and PowerPoint and other software to perform job-related functions.
Data Entry and Retrieval: Skill in quickly and accurately entering data into and retrieving data from computer applications.
Reporting: Skill in preparing and producing timely and accurate oral and written reports.
Supervision of Personnel: Skill in supervising and managing others, including planning work, providing direction, motivating workers, and identifying the best workers for the job.
Teamwork: Skill in working with others as a team while taking responsibility for outcomes.
Creative Problem Solving: Skill in conceptualizing and developing imaginative, workable solutions to problems.
Relationship Building: Skill in establishing and maintaining effective and professional working relationships with others.
Public Communication: Knowledge of relevant laws, regulations, policies, and strategies for communicating with public officials and the community.
Microsoft Windows: Skill in using the Microsoft Windows operating system.
Ability to manage change.
Stress Tolerance: Skill in accepting criticism and dealing calmly and effectively with high stress situations.
Ethical Behavior: Consistently displays ethical behavior.
Presenting: Skill in developing and delivering presentations, both oral and written, to groups of varying size.
Negotiation: Skill in bargaining effectively with others to resolve conflict or achieve results.
Commercial Airline Operations: Knowledge of commercial airline passenger operations, tenant policies, and flight schedules.
Budgeting: Skill in creating and managing budgets.
Ability to obtain and maintain a Secure Identification Display Area (SIDA) Badge.
Bachelors degree in public administration, aerospace administration, business, communications, hospitality management, customer service management or related field
3 to 5 years of hospitality management, customer service management, aviation operations, business, or related experience
Proficiency in Microsoft Office Suite
Advanced Excel user
Class D drivers license
Acquire ASQ Departure Survey Field Agent Certificate within 30 days

Nice To Haves

Ability to speak a second language
2-4 years experience managing and leading people
4-7 years customer service experience

Responsibilities

Serves as the departing passenger surveying field work manager, responsible for scheduling, quality control and assuring assigned metrics are met.
Manages customer service feedback via web portal, and over the phone.
Manages all customer service data using PowerBI, Excel and other advanced tools and report to executive leadership.
Prepares weekly, and monthly reporting of customer service feedback, international metrics and data related to ongoing customer service programs and metrics.
Authors and reviews customer service policies and procedures.
Coordinates, schedules and conducts customer service training as necessary.
Analyzes customer feedback to measure airport satisfaction against metrics.
Analyzes customer feedback to identify trends and evaluate the effectiveness of the customer service initiatives.
Audits existing customer service procedures and provides feedback for system improvements.
Provides guidance and recommendations to management regarding customer experience issues and participates in developing solutions.
Plans, organizes, and manages programs, activities and tours related to providing the public with familiarization of the airport and services, concentrating on passengers with special needs.
Assist in oversight and coordination of lost and found functions.
Assists in the coordination of Passenger Experience events.
Assists in the development of the customer service budget and make recommendations for future budgets.
Orders promotional items and uniforms as needed.
Assists with Flying Aces Volunteers as needed.
Maintains regular on-time attendance.
Supports MNAA's commitment to its culture and values, including Respect, Integrity, Service and Excellence (RISE).
Follows all safety regulations.
Performs other duties as assigned.