Airport Service Representative

1 week ago

Minneapolis, Minnesota, United States Metropolitan Airports Commission Full time
About the Metropolitan Airports Commission

The Metropolitan Airports Commission (MAC) is a public corporation responsible for the operation and maintenance of the Minneapolis-St. Paul International Airport (MSP). We are committed to providing exceptional customer service and ensuring the safety and security of our passengers and employees.

Job Summary

We are seeking a highly skilled Customer Experience Specialist to enhance the customer experience by providing exceptional service to airport customers. The ideal candidate will be responsible for providing top-notch customer service, responding to routine questions, and directing passengers to the area of the airport they are seeking.

Key Responsibilities
  • Customer Service:
    • Provide professional, pleasant, and helpful behavior when interacting with customers.
    • Respond to routine questions from airport customers, general public, airport tenants, and commercial transportation providers.
    • Direct passengers to the area of the airport they are seeking.
    • Produce, verify, and record security access authorization forms.
    • Use language interpreter and video relay interpreting applications when communication barriers exist.
    • Respond to customer complaints by resolving the issue or directing the customer to the appropriate department or organization.
    • Document customer compliments and complaints through incident reports as needed.
  • Commercial Vehicle/Taxi:
    • Ensure proper inventory of staged taxi cabs to minimize customer wait times.
    • Oversee taxi staging and customer pick-up operation.
    • Direct passengers to available taxis; occasionally assist with luggage.
    • Monitor taxi lines and interact with taxi drivers to ensure a positive customer experience.
    • Record and prepare written taxi incident reports.
    • Escalate any queries and concerns from the traveling public to supervisor or team lead.
    • Adhere to and enforce department policies and ordinances relating to commercial vehicle operations at MSP.
    • Maintain working knowledge of MAC Automated Vehicle Identification Software (MAVIS).
Requirements
  • Core Competency Requirements:
    • Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
    • Decision Quality - Making good and timely decisions that keep the organization moving forward.
    • Action Oriented - Taking on new opportunities and tough challenges with a sense of energy and enthusiasm.
    • Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
    • Ensures Accountability - Holding self and others accountable to meet commitments.
    • Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
    • Values Differences - Recognizing the value that different perspectives and cultures bring to an organization.
    • Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences.
    • Courage - Stepping up to address difficult issues, saying what needs to be said.
    • Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
    • Self-Development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
    • Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
  • Minimum Requirements:
    • High school diploma or GED.
    • One year of customer service experience and the ability to respond to customers in a professional manner.
    • Excellent written and verbal communication skills; articulates information in a concise and timely manner.
    • Basic skill level using Microsoft Office.
    • Able to work independently with minimal supervision.
    • Available to work weekends, holidays, days, and evenings.
    • Able to stand, walk, and sit for extended periods of time.
    • Able to lift 35 pounds.
    • Able to hold and walk with a flag weighing approximately 10 pounds for extended periods of time.
    • Ability to pass a criminal history and employment background check.
  • Desirable Requirements:
    • Experience working at MSP airport and familiar with the terminal campus.
    • Experience providing customer service in a culturally diverse environment.
    • Experience assisting people with disabilities.
    • Able to read, write, and/or speak Somali, Spanish, ASL, or other second language.

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