The Customer Experience Specialist (CES) is responsible for enhancing the customer experience by answering customer questions and directing them to the area of the airport they are seeking. 
The CES is also responsible for enhancing the customer experience by assisting with passenger flow in the departure lobbies and the international arrival facilities by performing visual and functional checks of terminal amenities to ensure proper operation. The CES will be responsible for reporting and follow up on all items requiring further attention. Performs other duties as assigned.
The CES are assigned to work four days per week, ten-hour shift. Typical shift hours are 5:00 a.m. - 3:30 p.m. OR 3:00 p.m. to 1:30 a.m.The days and hours of this position may include working weekends and holidays. 
Work Location and Uniforms:  Work assignments rotate between Terminal 1 and Terminal 2; Uniforms are provided.

To apply: click the "Apply" link located just above the position description, log-in and follow the instructions provided.

Questions regarding this position can be directed to Randa Hamid at Randa.Hamid@mspmac.org or 612.713.8726.  Applications will be accepted until 3:00 p.m. on Tuesday, September 17, 2024. 
MAC is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, gender, age, nationality, or disability.

Customer Service

• Displays professional, pleasant, helpful, and enthusiastic behavior when interacting with customers.
• Responds to routine questions from airport customers, general public, airport tenants and commercial transportation providers.
• Directs passengers to the area of the airport they are seeking.  
• Produces, verifies and records security access authorization forms.
• Uses the language interpreter and video relay interpreting applications when communication barriers exist.
• Responds to customer complaints by resolving the issue or directing the customer to the appropriate department or organization.
• Documents customer compliments and complaints through incident reports as needed. 
• Assists with passenger flow in the departure lobby and performs visual and functional checks of terminal amenities to ensure proper operation and reports and follows up on all items requiring further attention. 

• Ensures proper inventory of staged taxi cabs to minimize customer wait times.
• Oversees taxi staging and customer pick up operation. 
• Directs passengers to available taxis; occasionally assisting with luggage. 
• Monitors taxi lines and interacts with taxi drivers to ensure a positive customer experience. 
• Records and prepares written taxi incident reports. 
• Escalates any queries and concerns from the traveling public to supervisor or team lead.
• Adheres to and enforces department policies and ordinances relating to commercial vehicle operations at MSP. 
• Maintains working knowledge of MAC Automated Vehicle Identification Software (MAVIS).

Core Competency Requirements

• Customer Focus - Building strong customer relationships and delivering customer-centric solutions
• Decision Quality - Making good and timely decisions that keep the organization moving forward
• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm 
• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
• Ensures Accountability - Holding self and others accountable to meet commitments
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
• Values Differences - Recognizing the value that different perspectives and cultures bring to an organization
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences
• Courage - Stepping up to address difficult issues, saying what needs to be said
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Self-Development - Actively seeking new ways to grow and be challenged using both formal and informal development channels
• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations

• High school diploma or GED 
• One year of customer service experience and the ability to respond to customers in a professional manner 
• Excellent written and verbal communication skills; articulates information in a concise and timely manner 
• Basic skill level using Microsoft Office 
• Able to work independently with minimal supervision 
• Available to work weekends, holidays, days, and evenings
• Able to stand, walk, and sit for extended periods of time.
• Able to lift 35 pounds.
• Able to hold and walk with a flag weighing approximately 10 pounds for extended periods of time. 
• Ability to pass a criminal history and employment background check

• Experience working at MSP airport and familiar with the terminal campus 
• Experience providing customer service in a culturally diverse environment 
• Experience assisting people with disabilities 
• Able to read, write, and/or speak Somali, Spanish, ASL, or other second language