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Metropolitan Airports Commission · 2 days ago

Passenger Engagement Assistant

Minneapolis, MN

Part-time

Onsite

New Grad, Entry Level

The Metropolitan Airports Commission (MAC) operates one of the nation’s largest airport systems, including Minneapolis-St Paul International Airport. They are seeking a Passenger Engagement Assistant to serve as the primary source of information for guests at the airport, responding to inquiries through various communication channels and providing administrative support.

AssociationNon Profit

Comp. & Benefits

Responsibilities

Respond to inquiries, compliments and complaints from the public, airport guests and employees, either in person or via telephone, email, text messaging, web chat, or various social media platforms

Protect and enhance the MAC’s reputation in the community and with its various stakeholders by responding to questions and complaints in accordance with the MAC’s best practices

Utilize databases and other resources to gain extensive knowledge of MSP Airport operations in order to effectively respond to inquiries—continually keeping abreast of changes in airport facilities, services, amenities, operations, and events

Record, and sometimes provide live, public announcements and pages throughout MSP terminals

Update digital and paper databases and other information resources

Accurately log and track customer engagements to support effective customer service issues tracking and analysis

Troubleshoot problems with the maintenance and repair of all customer communications equipment

Complete and distribute a daily shift report to other Passenger Engagement Assistants to share new information and inquiry trends

Monitor and respond to inquiries from guests and the public at large via the MAC’s social media platforms in a manner consistent with MSP Airport’s established brand voice

Communicate effectively with guests to both acknowledge and celebrate positive feedback and acknowledge and correct, when possible, areas of concern

Respond to incoming messages in a timely manner

Alert supervisor of trending topics or important news that may need additional attention from MAC staff

Stay current with the MAC’s social media platforms and follow best practices with responses

Occasionally serve as the front desk receptionist to assist office visitors. This role includes opening and closing the office as directed

Validate parking for individuals attending MAC-related meetings

Perform other duties as assigned

Qualification

Social media proficiencyCustomer service skillsMicrosoft Office proficiencyData entry experienceConflict resolutionClear communicationTeam collaborationProblem-solving skillsAdaptability

Required

High School Diploma or GED

Experience using social media platforms, such as Facebook, X (Twitter) or LinkedIn

Ability to follow established office procedures and best practices while responding to customers in a professional, courteous and enthusiastic manner

Excellent customer service skills

Basic proficiency with Microsoft Outlook, Word and the internet

Ability to navigate through multiple computer applications with speed and accuracy

Clear and articulate written and oral communication skills

Ability to work days, nights, and weekend shifts which may include holidays

Preferred

Post-secondary education

Professional experience interacting with customers using social media platforms, such as Facebook and X (Twitter), OR documented completion of social media coursework, either as part of a degree program or other educational pursuit

Experience working on or working closely with marketing and/or public relations teams

Experience performing data entry using Microsoft Excel or similar software

Experience using a public address paging system