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.
 
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 Wednesday, April 9, 2025.  Questions regarding this position can be directed to Sharessa.cobb@mspmac.org or 651-421-9643.

About the Metropolitan Airports Commission

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.

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

• 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

• 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

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

• High School Diploma or GED
• Experience using social media platforms, such as Facebook, X (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

• Post-secondary education 
• Professional experience interacting with customers using social media platforms, such as Facebook and X (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