Customer Experience Ambassador

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 assistance to passengers, 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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