Supervisor Customer Service

Metro Nashville Airport Authority•Nashville, TN

7d•Onsite

About The Position

As infrastructure critical to the region’s growth and prosperity, BNA is a vital asset for Middle Tennessee and serves as a gateway to Music City and beyond. According to a recent State of Tennessee study, in 2019 alone, BNA generated more than $9.9 billion in total economic impact. BNA supported more than 76,000 jobs in the region and produced more than $443 million in state, local and federal taxes. BNA receives no local tax dollars. For more information, visit flynashville.com. Follow us on Facebook: @NashvilleInternationalAirport, Twitter: @Fly_Nashville and Instagram: @FlyNashville. Learn more about BNA® Vision, our growth and expansion plan for the airport, at BNAVision.com. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Drug Free Workplace.

Requirements

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

Nice To Haves

4 to 5 years of supervisory experience in customer service, hospitality, or related experience.
2-4 years of fluency in additional language(s)

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.
Assists passengers, handles complaints, and provides leadership for Customer Service Representatives on shift.
Interprets and enforces MNAA's policies, regulations, and practices.
Manages the issuance and reporting of BNA PASSport guest passes.
Manages and ensures daily passenger feedback surveys are completed within assigned shift.
Coordinates line management response and assistance within heavy passenger volume.
Conducts and/or coordinates onboarding training for team members.
Conducts quarterly updated customer service training to ensure staff remains informed, skilled and aligned with current service standards.
Provides data to assist management and preparation of customer service metrics reporting for various data points.
Responsible for ordering supplies and staff uniforms.
Responsible for ordering and maintaining passenger information; i.e. maps, brouchures that include transportation and city information.
Ensures staff has the training, tools and resources to complete their work effectively.
Assists in scheduling, escorting, and conducting airport tours or approved airport sponsored visits.
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.
Maintains Vending Machine Refunds Log and tracks the remaining available petty cash available for refunds.
Maintains regular and on-time attendance.
Follows all safety regulations.
Supports MNAA's commitment to its culture and values, including Respect, Integrity, Service and Excellence (RISE).
Performs other duties as assigned.