Metropolitan Nashville Airport Authority · 1 day ago
Manager, Airport Customer Service
Nashville, TN, US
Full-time
Onsite
Mid, Senior Level
$77K/yr - $133K/yr
3+ years expMetropolitan Nashville Airport Authority is responsible for managing Nashville International Airport, a vital asset for Middle Tennessee. The Manager, Airport Customer Service is tasked with analyzing and reporting data to ensure outstanding customer service at the airport while overseeing the Customer Service team.
Airlines/Aviation
Responsibilities
Serves as the departing passenger surveying field work manager, responsible for scheduling, quality control and assuring assigned metrics are met
Manages customer service feedback via web portal, and over the phone
Manages all customer service data using PowerBI, Excel and other advanced tools and report to executive leadership
Prepares weekly, and monthly reporting of customer service feedback, international metrics and data related to ongoing customer service programs and metrics
Authors and reviews customer service policies and procedures
Coordinates, schedules and conducts customer service training as necessary
Analyzes customer feedback to measure airport satisfaction against metrics
Analyzes customer feedback to identify trends and evaluate the effectiveness of the customer service initiatives
Audits existing customer service procedures and provides feedback for system improvements
Provides guidance and recommendations to management regarding customer experience issues and participates in developing solutions
Plans, organizes, and manages programs, activities and tours related to providing the public with familiarization of the airport and services, concentrating on passengers with special needs
Assist in oversight and coordination of lost and found functions
Assists in the coordination of Passenger Experience events
Assists in the development of the customer service budget and make recommendations for future budgets
Orders promotional items and uniforms as needed
Assists with Flying Aces Volunteers as needed
Maintains regular on-time attendance
Supports MNAA's commitment to its culture and values, including Respect, Integrity, Service and Excellence (RISE)
Follows all safety regulations
Performs other duties as assigned
Qualification
Required
Bachelors degree in public administration, aerospace administration, business, communications, hospitality management, customer service management or related field
3 to 5 years of hospitality management, customer service management, aviation operations, business, or related experience
Proficiency in Microsoft Office Suite
Advanced Excel user
Class D drivers license
Acquire ASQ Departure Survey Field Agent Certificate within 30 days
Preferred
Ability to speak a second language
2-4 years experience managing and leading people
4-7 years customer service experience
Benefits
Deferred compensation plans
Educational Assistance
Health, Dental, Vision, Life, Disability Insurance
Health Screenings
Paid Holidays
Annual/Bereavement/Military Leave
Company
Metropolitan Nashville Airport Authority
Established in 1970, the Metropolitan Nashville Airport Authority (MNAA) owns and operates Nashville International Airport® and John C. Tune Airport®.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Douglas Kreulen
President and CEO
Marge Basrai CPA, CGMA, C.M.
Executive Vice President and Chief Financial Officer
Company data provided by crunchbase