Passenger Engagement Assistant

Salary: $23.34 Hourly
Location : Minneapolis/St. Paul International Airport, MN
Job Type: Provisional: Greater than 6 months
Job Number: 2023-01088
Division: Strategy & Stakeholder Engagement
Department: Strategic Communications
Opening Date: 09/11/2023
Closing Date: 9/25/2023 3:00 PM Central
MN Data Practices: The Minnesota Government Data Practices Act:The Metropolitan Airports Commission (MAC) collects information from applicants for the purposes of determining employment suitability. By providing information, MAC will use the information to determine employment suitability. Applicants are not legally required to provide the requested information. However, information not provided, other than race, gender, or disability, may prevent MAC from being able to consider the application or determine the applicant's suitability for the position. The information collected may be classified as public or private data under the MGDPA. "Public" means that data is available upon request. "Private" means the data is only available to the person the information is about, and to those who must see it in the course of conducting MAC business and as otherwise provided for by law. If the applicant becomes a MAC employee, then some of the collected information is required to be shared with a representative union.
Position Summary
Do you enjoy tweeting and texting? Do you love interacting with people via social media? If so, this is the job for you!
Passenger Engagement Assistants are the primary source of information for internal and external guests at Minneapolis-St. Paul International Airport (MSP), one of seven airports operated by the Metropolitan Airports Commission (MAC). Customer inquiries are typically received through telephone, web/text messaging, and social media. Passenger Engagement Assistants use multiple sources of information to provide clear, concise and guest-centric responses using the most effective medium for the guest. Additionally, Passenger Engagement Assistants serve as the front desk receptionist for the airport administration offices located at MSP's Terminal 1 and provide additional administrative support duties. This position involves daily interaction with the public either in person, on the telephone or through electronic mediums.
This position requires excellent conflict resolution and problem solving skills, the ability to clearly enunciate and record audio messages in the English language, the ability to quickly and effectively navigate between computer applications and the ability to work independently, as well as in a team environment.
This is a part-time, non-benefit earning position located within the MAC's Passenger Engagement Office, which is located at MSP Airport's Terminal 1. The office consists of part-time employees who work an average of 14-28 hours, or 1-4 shifts, per week including days, evenings, weekends, and holidays. Employees typically work in pairs and occasionally, during busier times, in threes. Weekends are single coverage.
Current Shifts

• Weekdays: 8:00 a.m. - 4:00 p.m.
• Weekdays: 4:00 p.m. - 10:00 p.m.
• Weekdays: 9:30 a.m. - 4:30 p.m.
• Weekends: 8:00 a.m. - 3:00 p.m.
• Weekends: 3:00 p.m. - 10: 00 p.m.

Provisional Status/Benefits: This is a part-time provisional status position. Provisional status employees are not eligible for employment benefits; however, they are required by state law to participate in the Minnesota Public Employees Retirement Association (PERA) pension fund. The assignment length is anticipated to exceed six-months and does not have a defined end date.
To apply: click the "Apply" link located just above the position description, log-in and follow the instructions provided. Applications will be accepted until 3:00 p.m. on Monday, September 25, 2023. Questions regarding this position can be directed to or 612-467-0968.
MAC complies with the Americans with Disabilities Act. If an accommodation is required for you to participate in the application process because of a disability, please contact Tekia Jefferson at 612-726-8196 or .
MAC is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, gender, age, nationality, or disability.
Position Description
Paging and Information within Terminal

• Respond to inquiries, compliments and complaints from the public, airport guests and employees, either in person or via telephone, email, text messaging, web chat, or various social media platforms
• Protect and enhance the MAC's reputation in the community and with its various stakeholders by responding to questions and complaints in accordance with the MAC's best practices
• Utilize databases and other resources to gain extensive knowledge of MSP Airport operations in order to effectively respond to inquiries-continually keeping abreast of changes in airport facilities, services, amenities, operations, and events
• Record, and sometimes provide live, public announcements and pages throughout MSP terminals
• Update digital and paper databases and other information resources
• Accurately log and track customer engagements to support effective customer service issues tracking and analysis
• Troubleshoot problems with the maintenance and repair of all customer communications equipment
• Complete and distribute a daily shift report to other Passenger Engagement Assistants to share new information and inquiry trends

Social Media Monitoring

• Monitor and respond to inquiries from guests and the public at large via the MAC's social media platforms in a manner consistent with MSP Airport's established brand voice
• Communicate effectively with guests to both acknowledge and celebrate positive feedback and acknowledge and correct, when possible, areas of concern
• Respond to incoming messages in a timely manner
• Alert supervisor of trending topics or important news that may need additional attention from MAC staff
• Stay current with the MAC's social media platforms and follow best practices with responses

Administrative Support

• Occasionally serve as the front desk receptionist to assist office visitors. This role includes opening and closing the office as directed
• Validate parking for individuals attending MAC-related meetings
• Perform other duties as assigned

Position Requirements
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
• Experience using social media platforms, such as Facebook, Twitter or LinkedIn
• Ability to follow established office procedures and best practices while responding to customers in a professional, courteous and enthusiastic manner
• Excellent customer service skills
• Basic proficiency with Microsoft Outlook, Word and the internet
• Ability to navigate through multiple computer applications with speed and accuracy
• Clear and articulate written and oral communication skills
• Ability to work days, nights, and weekend shifts which may include holidays

DESIRABLE REQUIREMENTS

• Post-secondary education
• Professional experience interacting with customers using social media platforms, such as Facebook and Twitter, OR documented completion of social media coursework, either as part of a degree program or other educational pursuit
• Experience working on or working closely with marketing and/or public relations teams
• Experience performing data entry using Microsoft Excel or similar software
• Experience using a public address paging system

Your health. Your time. Your future. Good pay is only the beginning.
See the many and generous the Metropolitan Airports Commission offers to employees.
01
Do you have a high school diploma or GED?

• Yes
• No

02
Do you have experience using social media platforms, such as Facebook, Twitter or LinkedIn?

• Yes
• No

03
Do you have a basic skill level using Microsoft Outlook, Word and the internet?

• Yes
• No

04
Are you able to navigate through multiple computer applications with speed and accuracy?

• Yes
• No

05
Are you able to work days, nights and weekend shifts which may include holidays?

• Yes
• No

06
Do you have a post-secondary education?

• Yes
• No

07
Do you have professional work experience interacting with customers using social media platforms, such as Facebook and Twitter, OR have you completed social media coursework, either as part of a degree program or other educational program?

• Yes
• No

08
Please describe your work experience with social media or describe the social media coursework you completed.
09
Do you have experience working in public relations or another communications related field?

• Yes
• No

10
Do you have experience performing data entry using Microsoft Excel or other another database software?

• Yes
• No

11
Do you have experience using a public address paging system?

• Yes
• No

12
How many hours are you interested in working each week?

• 8 - 10
• 10 - 15
• 15 - 28

13
Which shifts do you prefer to work?

• Any
• Weekdays during the day
• Weekday afternoon/evening
• Weekends

Required Question