Supervisor, Customer Service - Aces and Lost & Found

Metro Nashville Airport Authority•Nashville, TN

3d•$28 - $48•Onsite

About The Position

As infrastructure critical to the region’s growth and prosperity, Nashville International Airport ® (BNA®) is a vital asset for Middle Tennessee and serves as a gateway to Music City and beyond. The State of Tennessee’s 2025 Economic Impact Study reports that in 2024 alone, BNA generated $13.8 billion in total economic impact, supported 80,000 jobs and contributed to $2.1 billion in federal, state and local taxes. BNA receives no local tax dollars. For more information, visit flynashville.com, Facebook: @NashvilleInternationalAirport, X: @Fly_Nashville and Instagram: @FlyNashville. Learn more about New Horizon, our $3 billion growth and expansion plan for the airport, at BNANewHorizon.com. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Drug Free Workplace.

Requirements

High School Diploma or equivalent.
2 years of customer service, hospitality, or related experience.
2 years of supervisory experience.
Valid Driver's License - Class D.
Ability to obtain and maintain a Secure Identification Display Area (SIDA) Badge.

Nice To Haves

Associate's Degree in Hospitality, Business, Marketing, Communication, Public Relations, or related field.
4-5 years of supervisory experience in customer service, hospitality or related experience.
2-4 years fluency in additional language(s).
ASQ Departure Survey Field Agent Certification within 30 days of hire.

Responsibilities

Carries out supervisory responsibilities in accordance with the Authority's policies and applicable laws. Responsibilities include interviewing, hiring, coaching/mentoring staff, planning and assigning work, appraising performance, termination recommendations, resolving problems, time sheet submissions & approval, and making job assignments.
Manages the Flying Aces volunteer program.
Interviews and onboards new volunteers, conduct orientation.
Delivers ongoing training and operational support to volunteers.
Plans and organizes volunteer appreciation events.
Maintains the Flying Aces breakroom information, hospitality and needed supplies.
Responsible for ordering supplies and volunteer staff uniforms.
Manages the lost and found program with daily oversight of the program and process.
Lost and found duties include tracking, ensuring accuracy of data, correspondence, storage, safeguarding, and final distribution of items.
Performs training for Customer Service staff on Lost and Found processes and policies.
Performs as a back-up supervisor for the Customer Service team. Assists passengers, handles complaints, and provides leadership, as needed, for Customer Service Representatives on shift.
Works with Customer Service team to ensure daily passenger feedback surveys are completed within assigned shift.
Coordinates volunteers and Customer Service team in line management response and provides assistance within heavy passenger volume.
Conducts quarterly updated customer service training to ensure staff remains informed, skilled and aligned with current service standards.
Ensures staff and volunteers have the resources and knowledge to perform their duties.
Provides data to assist management with preparing customer service metrics reporting.
Assists in scheduling, escorting, and conducting airport tours or approved airport sponsored visits.
Interprets and enforces MNAA's policies, regulations, and practices.
Reports deficiencies at the airport to maintenance, IT or other responsible party.
Identifies environmental hazards and addresses in accordance with Occupational Safety and Health Administration (OSHA) regulations.
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.