Customer Experience Specialist chez Metropolitan Airports Commission, MN

About the Department

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 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. The CES may also perform other duties as assigned.

This position is typically assigned four, ten-hour shifts. Typical shift hours are 5:00am - 3:30pm, 12:30pm - 11pm or 3:00pm - 1:30am. The days and hours of this position may include working weekends, holidays, days and evenings. Must be willing and able to work all shift times. 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 Paige Cihunka at [email protected] or 612-528-0264. Applications will be accepted until 3:00 p.m. on Friday, September 26, 2025. 

The Metropolitan Airports Commission (MAC) owns and operates one of the nation’s largest airport systems, including Minneapolis-St Paul International (MSP) and six general aviation airports. The MAC’s airports connect the region to the world and showcase Minnesota’s extraordinary culture to millions of passengers from around the globe who arrive or depart through MAC airports each year.

Position Duties

RELATIONSHIPS

Reporting Relationship – Reports to the Supervisor, Customer Experience

Supervision – No direct reports  

Organizational – Contact and interaction with MAC staff members

External Partners – Extensive contact with the airport customers, general public, airport tenants and commercial transportation providers

JOB DUTIES

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 international arrivals facilities by performing visual and functional checks of terminal amenities to ensure proper operation, reports, and follows up on all items requiring further attention. 

Commercial Vehicle/Taxi

• 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).

Minimum Qualifications

Individual Contributor (IC) Competencies

• 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

Minimum Requirements

• High school diploma or GED 
• One year of customer service experience and the ability to respond to customers in a professional manner 
• Excellent verbal communication skills; articulates information in a concise and timely manner 
• Basic computer proficiency
• Basic skill level using Microsoft Outlook 
• Able to work independently with minimal supervision 
• Available and willing to work weekends, holidays, days, and evenings
• Able to stand, walk, and sit for extended periods of time
• Able to lift, carry and shift 35 pounds

Desirable Requirements

• Experience working at MSP airport and familiar with the terminal campus 
• Previous experience as a team lead or a staff supervisor
• Strong writing skills
• Experience providing customer service in a culturally diverse environment 
• Experience assisting people with disabilities 
• Basic skill level using Microsoft Word and Excel
• Able to read, write, and/or speak Somali, Spanish, ASL, or other second language