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.