Customer Service Representative

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 flynashville.com. Follow us on Facebook: @NashvilleInternationalAirport, Twitter: @Fly_Nashville and Instagram: @FlyNashville. Learn more about BNA® Vision, our growth and expansion plan for the airport, at BNAVision.com.

  Hiring Process:

• Apply online
• Written Screening
• 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 $36,354 - $46,348

B Shift- 2:30pm-11pm 

Job Summary: The Customer Service Representative (Information Center) is responsible for assisting customers at BNA. Our customer service representatives provide information on the services available at the airport and wayfinding. Other responsibilities include BNA's lost and found service, paging, assisting customers in the navigation of BNA and providing information to our customers. Representatives assist in customer service programs provided at BNA. Additionally, the team provides information to customers on accommodations, hotels, restaurants, and points of interest in and around Nashville.

Essential Job Duties: 

• Provides information to customers such as check-in procedures, airline counter locations, baggage checking and retrieval, concourse and gate locations, airline schedules, and ground transportation.
• Operates lost and found service and other customer service programs.
• Maintains information center files.
• Monitors Flight Information Display System (FIDS) and maintains up-to-date information.
• Reports deficiencies of service in janitorial and housekeeping conditions.
• Identifies environmental hazards and addresses in accordance with Occupational Safety and Health Administration (OSHA) regulations.
• Provides announcements or pages over the public address system as requested.
• Communicates & responds using positive language, to airport users.
• Assists international travelers with questions, assists in queuing and provides information as requested.
• Provides customer service to non-English speaking travelers using the language line service.
• Provides literature and assists the public regarding tourist accommodations, hotels, restaurants, and historical points of interest.
• Maintains traveling public comment log and prepares monthly report.
• Assists in scheduling and conducting tours of the airport terminal building.
• Maintains updated brochure list, and orders brochures as needed.
• 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: 

• Skill in using a personal computer, the internet, and other Microsoft or other software programs. 
• Knowledgeable in the operation of common office equipment, such as telephones, copiers, etc. 
• Understands or has the ability to understand the general operations of an airport. 
• Ability to listen patiently and communicate clearly with airport users. 
• Ability to respond using positive language, to airport users. 
• Ability to work effectively with team members, fostering a positive and collaborative environment.
• Relationship Building: Skill in establishing and maintaining effective and professional working rel