At the Allegheny County Airport Authority, it is our vision to reflect and serve the community, inspire the industry, and advance the region’s role as a world leader. We look for talented people who are uniquely qualified to serve our mission of becoming a global aviation leader, driving innovation, regional growth and prosperity.
This internship position will support the customer experience function with research, customer insight analysis, managing customer feedback, passenger relations, and customer programs.
At the ACAA we all have a role in the ambitious transformation of becoming a smarter airport that will enhance the passenger experience and deliver on our mission of being a global aviation leader. Here is how the Customer Experience Intern will help:
Assist with customer research, including data collection and organization.
Develop customer satisfaction scorecard and templates for organizing customer feedback and research results into actionable insights.
Utilize CRM (Salesforce) software to document customer concerns, preferences, and feedback for providing management improvement concepts
Prepare and send written communication to customers via Salesforce. Resolve customer complaints, issues and/or other related concerns with a sense of urgency and effective problem resolution.
Assist with conducting quarterly Airport Service Quality (ASQ) surveys of passengers
Grow the Airport’s Tour Program.
Assist with coordination of Airport programs, including accessibility programs, First Time Flyers and VIP programs.
Assist with the reconfiguration of lost and found in the repo app software.
Benchmark Customer Experience best practices, both inside and outside the aviation industry.
Perform customer journey mapping to identify opportunities to improve the customer experience.
Assist with Real ID response plan;
Performs other related tasks as assigned or required.
The successful candidate for the Customer Experience Intern role will exhibit the following knowledge, skills, and abilities:
Strong customer service skills
Proficient in Microsoft Office and contain basic computer skills
Must be detail-oriented
Ability to plan, organize, and handle multiple functions simultaneously
Ability to communicate clearly and professionally, both verbally and in writing
Ability to work individually and in a team environment
Our culture is innovative and customer centric. We are a learning and performance culture where how we accomplish our priorities is equally important as what we accomplish. The successful candidate in the Customer Experience Intern role will exhibit the following key competencies:
Communication - Proactively conveys a clear, convincing, and timely message; Communicates effectively using two-way communication through strong verbal, written, and listening skills
Strategic Thinking - Thinks “big picture”; Forward thinking and adept at seeing future outcomes and results; Commits to a course of action to accomplish individual, team and organizational goals
Team Builder - Recognizes the value of teamwork and being an effective contributor to the team that drives desired results
Customer Centricity - Aware of customer needs and the prioritization of our customers both internal and external; Makes decisions with the customer in mind; Builds strong customer relationships.
The minimum requirements needed to qualify for the Customer Experience Intern role are:
Must currently be enrolled in school as a second year (or above) undergraduate from an accredited four-year college or university in Communications, Hospitality, Travel/Tourism, International Studies/languages, or Business.