Supervisor Customer Service

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 . Follow us on Facebook: , Twitter:  and Instagram: . Learn more about BNA® Vision, our growth and expansion plan for the airport, at .

  Hiring Process:

• Apply online
• Interview(s)
• Offer
• Ten (10) year background check, including criminal history check, motor vehicle check, pre-employment drug screen and breath alcohol test
• Onboarding

 Benefits:  

• Deferred compensation plans
• Educational Assistance
• Health, Dental, Vision, Life, Disability Insurance
• Health Screenings
• Paid Holidays
• Annual/Bereavement/Military Leave

Accepting Applications until filled. 

Starting Salary Range: $52,723 - $71,733

Job Summary: The Supervisor, Customer Service is responsible for supervising Information Center personnel and performing the functions of Customer Service Representative as needed, including assisting passengers in person or over the phone, handling complaints, managing the Lost and Found program, and oversight of BNA PASSport guest pass issuance. Other responsibilities include staff training, coaching employees, conducting performance reviews with team members, discipline, and scheduling to maintain adequate staffing to meet daily demands. Other responsibilities include documenting and providing data for various aspects of customer service, provides airport tours, escort assistance, assists other airport departments, and provides Ace volunteers with information and tours as needed.

Essential 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, timesheet submissions & approval, and making job assignments.
• Assists passengers, handles complaints, and provides leadership for Customer Service Representatives on shift.
• Manages the lost and found program, including ensuring accuracy of data, correspondence, storage, and final distribution of items.
• Manages the issuance of BNA PASSport guest passes.
• Interprets and enforces MNAA's policies, regulations, and practices.
• Conducts onboarding training for team members.
• Assists with identifying and updating customer service training content quarterly.
• Provides data to assist management with preparing customer service metrics reporting for various data points.
• Maintains Vending Machine Refunds Log and tracks the remaining available petty cash available for refunds.
• Responsible for ordering supplies and staff uniforms.
• Ensures staff has the tools and resources to complete their work effectively.
• Assists with Flying Aces Program by supporting operational information and providing tours as necessary.
• Assists with airport tours and escorting as necessary.
• Identifies environmental hazards and addresses in accordance with Occupational Safety and Health Administration (OSHA) regulations.
• Follows all safety regulations.
• Maintains regular and on-time attendance.
• Supports MNAA's commitment to its culture and values, including Respect, Integrity, Service and Excellence (RISE).
• Performs other duties as assigned.

Knowledge, Skills, Abilities and Other Characteristics: 

• Conflict Management: Skill in managing conflict and identifying effective and mutually beneficial solutions to the sources of conflict.
• Develops and maintains positive relations with employees, airport tenants and other business partners in order to provide timely, relevant information and to promote the corporate image and interests of the airport.
• Service Orientation: Actively looks for ways to help people.
• Computer Use: Skill in using a personal computer, the internet, and other software to perform job-related functions.
• Attention to Detail: Is careful about detail and thorough in completing work tasks.
• Communication: Skill in communicating effectively at all levels of the organization and with stakeholders, both orally and in writing.
• Works independently and in a team setting efficiently and professionally with a positive attitude.
• Receiving Direction: Skill in receiving and following written and oral direction.
• Relationship Building: Skill in establishing and maintaining effective and professional working relationships with others.
• Written Comprehension: Ability to read and understand information and ideas presented in writing.
• Disability Awareness: Attends to the special needs of customers with disabilities.
• Goal Orientation: Focuses on meeting goals and achieving positive results.
• Provide exemplary customer service to all individuals by demonstrating a willingness to be attentive, understanding, responsive, fair, courteous, and respectful, and to actively participate in maintaining a positive customer service environment.
• Leadership: Skill in leading, taking charge, and offering opinions and direction.
• Safety and Security: Knowledge of equipment, policies, procedures, and strategies to promote safety and security.
• Ability to obtain and maintain a Secure Identification Display Area (SIDA) Badge.

Qualifications: 

Required: 

• H.S. Diploma or equivalent.
• 2 years of customer service experience.
• 2 years of supervisory experience.

Preferred:

• Associate's degree in hospitality, Business, Marketing, Communications, Public Relations, or related field.
• 4 to 5 years of supervisory experience in customer service, hospitality, or related experience.