Passenger Engagement Assistant

Metropolitan Airports Commission

438d • $49,920 - $50,482

About The Position

The Passenger Engagement Assistant role at Minneapolis-St. Paul International Airport (MSP) involves providing information and assistance to guests through various communication channels, including social media, telephone, and in-person interactions. This part-time position requires excellent customer service skills and the ability to navigate multiple computer applications while working independently and as part of a team. The role also includes administrative support duties and requires flexibility in working hours, including weekends and holidays.

Requirements

• High School Diploma or GED
• Experience using social media platforms such as Facebook, Twitter, or LinkedIn
• Ability to follow established office procedures and respond to customers professionally
• Excellent customer service skills
• Basic proficiency with Microsoft Outlook, Word, and the internet
• Ability to navigate multiple computer applications quickly and accurately
• Clear and articulate written and oral communication skills
• Ability to work flexible shifts including days, nights, weekends, and holidays.

Nice To Haves

• Post-secondary education
• Professional experience interacting with customers via social media
• Experience working with marketing or public relations teams
• Experience performing data entry using Microsoft Excel or similar software
• Experience using a public address paging system.

Responsibilities

• Respond to inquiries, compliments, and complaints from the public, airport guests, and employees via various communication platforms.
• Protect and enhance the MAC's reputation by responding to questions and complaints according to best practices.
• Utilize databases to gain knowledge of MSP Airport operations for effective inquiry responses.
• Record and provide live public announcements throughout MSP terminals.
• Update digital and paper databases and other information resources.
• Log and track customer engagements to support service issue tracking and analysis.
• Troubleshoot problems with customer communications equipment.
• Complete and distribute daily shift reports to share new information and inquiry trends.
• Monitor and respond to inquiries on the MAC's social media platforms.
• Communicate effectively with guests to acknowledge feedback and address concerns.
• Alert supervisors of trending topics or important news requiring attention.
• Occasionally serve as the front desk receptionist and assist office visitors.
• Validate parking for individuals attending MAC-related meetings.
• Perform other duties as assigned.

Benefits

• Part-time provisional status position; not eligible for employment benefits but required to participate in the Minnesota Public Employees Retirement Association (PERA) pension fund.

What This Job Offers

• Job Type: Part-time
• Industry: Support Activities for Transportation
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees