Job Description

JOB
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 Friday, January 23, 2026. Questions regarding this position can be directed to Sharessa.cobb@mspmac.org or 651-421-9643.About the Metropolitan Airports CommissionThe 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.MAC complies with the Americans with Disabilities Act.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 Tekia.Jefferson@mspmac.org. MAC is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, gender, age, nationality, or disability.

EXAMPLE OF DUTIES
Paging and Information within TerminalRespond 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 platformsProtect 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 practicesUtilize 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 eventsRecord, and sometimes provide live, public announcements and pages throughout MSP terminalsUpdate digital and paper databases and other information resourcesAccurately log and track customer engagements to support effective customer service issues tracking and analysisTroubleshoot problems with the maintenance and repair of all customer communications equipmentComplete and distribute a daily shift report to other Passenger Engagement Assistants to share new information and inquiry trendsSocial Media MonitoringMonitor 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 voiceCommunicate effectively with guests to both acknowledge and celebrate positive feedback and acknowledge and correct, when possible, areas of concernRespond to incoming messages in a timely mannerAlert supervisor of trending topics or important news that may need additional attention from MAC staffStay current with the MAC’s social media platforms and follow best practices with responsesAdministrative SupportOccasionally serve as the front desk receptionist to assist office visitors. This role includes opening and closing the office as directedValidate parking for individuals attending MAC-related meetingsPerform other duties as assigned

Job Tags

Part time, Work at office, Shift work, Afternoon shift,

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