Customer Service Representative

As infrastructure critical to the region’s growth and prosperity, Nashville International Airport ® (BNA®) is a vital asset for Middle Tennessee and serves as a gateway to Music City and beyond. The State of Tennessee’s 2025 Economic Impact Study reports that in 2024 alone, BNA generated $13.8 billion in total economic impact, supported 80,000 jobs and contributed to $2.1 billion in federal, state and local taxes. BNA receives no local tax dollars. For more information, visit flynashville.com. Follow us on Facebook: @NashvilleInternationalAirport, X: @Fly_Nashville and Instagram: @FlyNashville. Learn more about New Horizon, our $3 billion growth and expansion plan for the airport, at BNANewHorizon.com.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Drug Free Workplace.

Hiring Process:

• Apply online
• Interview
• 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: 

Hourly Range: $19.04 (Min.) - $25.91 (Mid.) - $32.77 (Max.)

*Final pay offer will be based on relevant skills and experience to the position.

2nd Shift: 2:30 pm - 11:00 pm (Exact working days TBD upon hire). This shift will include weekends with two days off during the week.

Job Summary: The Customer Service Representative (Information Center) is responsible for providing excellent customer service to guests and employees. Other responsibilities include interacting with customers and guest, answering phone calls, utilizing paging system, collecting and reporting survey data, assisting with lost and found services. Actively maintains current and working knowledge of airport services.

Essential Responsibilities:

• Communicates & responds using positive language, with all airport employees and guest.
• Greets customers and create a welcoming environment.
• 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.
• Seeks to understand each guest's needs and provides prompt assistance to support travelers and guests.
• Provides resolution to inquiries, addresses issues and handles complaints in a professional manner.
• Responsible for receiving, logging, tracking, safeguarding, and the return or donation of lost items.
• Assists with line management and facilitating continuous passenger flow during heavy volume.
• Maintains accurate information center files.
• Able to communicate clearly in person, over the phone and through email to assist guests.
• Works collaboratively with team members to ensure a great customer experience.
• Reports deficiencies in Flight Information Display System (FIDS) to maintain up-to-date information for passengers and guests.
• Reports deficiencies at the airport to maintenance, IT or other responsible parties.
• Provides announcements or pages over the public address system as needed and requested.
• Assists international travelers with questions, assists in queuing and provides information as requested.
• Collects and reports daily data pertaining to international arrivals and departures, baggage and customer queuing.
• Provides customer service to non-English speaking travelers using the language services or other resources.
• Performs daily passenger feedback surveying in accordance with established procedures and training as scheduled.
• Maintains daily tracking of public comments, questions in an accurate manner that is reported on monthly.
• Verifies guest identification and issues BNA PASSport within the parameters of the approved program.
• Provides support for customers and customer service programs such as the Hidden Disabilities Sunflower initiative.
• Provides literature and/or recommendations to guests regarding tourist accommodations, hotels, restaurants, and historical points of interest.
• Performs terminal checks for safety and authorized use of common use spaces.
• Assists in scheduling, escorting and conducting tours or approved airport sponsored visits.
• Identifies environmental hazards and addresses in accordance with Occupational Safety and Health Administration (OSHA) regulations.
• Maintains regular and 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.

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.
• Understanding the implications of new information for both current and future problem-solving and decision-making.
• Understands or has the ability to understand the general operations of an airport.
• The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Ability to listen patiently and communicate clearly with airport users.
• Willingness to approach guests and engage for passenger feedback.
• Ability to respond using positive language, to all 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 relationships with others.
• Ability to retain information and effectively teach others new information.
• Completes logs and reports.
• Completes special projects.
• Ability to obtain and maintain a Secure Identification Display Area (SIDA) Badge.

Qualifications: 

Required: 

• High School Diploma or equivalent.
• 2-4 years in a customer service-related field.

Preferred: 

• Associate's Degree in a related field.
• 4-7 years of experience in the hospitality, customer service or related field.
• 2-4 years fluency in additional language(s).
• ASQ Departure Survey Field Agent Certification within 30 days of hire.