Supervisor, Customer Experience

Position Summary

The Supervisor of Customer Experience is a dynamic leadership role focused on elevating the passenger experience through exceptional customer services at Minneapolis-St. Paul International Airport (MSP).

Under the directions of the Manager, Customer Experience, the supervisor is responsible for leading a team of Customer Experience Specialist (CES) and Lost and Found staff that focus on enhancing the customer experience at MSP Airport by providing clear, concise, and guest-centric responses.

This role also coaches, counsels, and mentors' employees and enforces company policies and procedures, including issuing disciplinary action as required. Creates, updates, and maintains schedules, oversees time-off requests, and adjusts schedules accordingly.

This position oversees the daily activities of the CES to ensure adequate staffing at all assigned working locations including information booths, departures hall (ticketing lobby) area, international arrivals facilities, lost and found office, taxi stands, and other areas as assigned.

The Supervisor will also ensure all foundational elements of the MAC customer experience program are followed.

Attends MAC and MSP stakeholder meetings as needed.

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@mspmac.org or 612-713-8726. Applications will be accepted until 3:00 p.m. Friday, July 5, 2024.

MAC is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, age, nationality, or disability.

Position Description

JOB DUTIES

Customer Experience

• Ensures customer experience standards are being met (Four MAC Customer Experience pillars-knowledgeable and courteous, wayfinding, accessibility, minimizing wait times).

• Trains and develop employees on customer service and procedural expectations.

• Displays professional, pleasant, and enthusiastic behavior when interacting with customers.

• Responds and follows through on customer complaints received by the Customer Experience Department.

Administrative

• Assists the Manager, Customer Experience in the day-to-day oversight of the CES and Lost and Found work groups.

• Coordinate and keep up-to-date the employee work schedules including the bidding process, vacation requests, shift trades, sick calls, etc., to ensure proper staffing.

• In coordination with Human Resources, hires, promotes, transfers, disciplines, and discharges employees.

• Approves employee payroll.

Supervisory

• Maintains high degree of integrity, ethics, and fairness.

• Provide information on procedures, policies, and objectives to CES staff.

• Coaches, guides, directs, counsels, develops, disciplines and trains CES staff.

• Conducts daily shift briefings with employees.

• Recognizes and promotes employee achievements.

• Completes employee performance reviews and conducts performance review discussions.

Technical

• Ensures CES daily route checklist is completed, and issues identified are followed up on to conclusion.

• Working knowledge of and trains new hires on MAVIS, eSecure, XOVIS and other computer systems as needed.

• Uses all communication assistive applications as needed including, translation and video relay interpretive services.

Position Requirements

COMPETENCIES

First Level Leader or Supervisor

• Customer Focus

• Building strong customer relationships and delivering customer-centric solutions

• Action Oriented

• Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

• Directs Work

• Providing direction, delegating, and removing obstacles to get work done.

• Ensures Accountability

• Holding self and others accountable to meet commitments.

• Drives Results

• Consistently achieving results, even under tough circumstances.

• Collaborates-Building partnerships and working collaboratively with others to meet shared objectives.

• Manages Conflict

• Handling conflict situations effectively, with a minimum of noise.

• Values Differences

• Recognizing the value that different perspectives and cultures bring to an organization.

• Builds Effective Teams

• Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

• Communicates Effectively-Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences

• Drives Engagement

• Creating a climate where people are motivated to do their best to help the organization achieve its objectives.

• 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

MINIMUM REQUIREMENTS

• High school diploma or GED

• Ability to lead and direct work group

• 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

• Clearly speaks, writes, and understands English

• Basic skill level using Microsoft Word, Excel, and Outlook

• Able to work independently with minimal supervision

• Available to work weekends, holidays, days, evenings, and nights

Desirable Requirements

• Associate degree.

• Previous supervisory experience creating a positive, supportive, and engaging culture.

• In lieu of the supervisory experience, MAC employees may attach a copy of their Supervisory Skills Development Program Certificate that was completed within the last 4 years.

• Experience providing customer service in a culturally diverse environment

• Experience assisting people with disabilities

• Experience enforcing policies and/or ordinances

• Previous leadership experience or serves as an informal leader in existing role

• Experience working at MSP airport and familiar with the airport campus