Airport Passenger Services Dispatcher

Pay: $17.75 per hour.
The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant’s experience, skills, abilities, geographic location, and alignment with market data.

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members

The Wheelchair Passenger Services Dispatcher / Coordinator at Nashville International Airport (BNA) is responsible for coordinating and assigning wheelchair service agents to ensure safe, timely, and professional assistance to passengers requiring mobility support. This position plays a critical role in supporting airline partners at BNA while upholding ABM’s standards for safety, service excellence, and operational efficiency.

The Dispatcher/Coordinator ensures compliance with ADA requirements, airline service agreements, and airport operational procedures while supporting the high passenger volume and dynamic environment at BNA.

Operational Dispatch & Coordination (BNA-Specific Environment)

• Receive and prioritize wheelchair service requests from multiple airline partners operating at BNA.
• Monitor flight schedules, gate assignments, delays, diversions, and irregular operations (IROPs) within BNA terminals.
• Assign wheelchair agents strategically across concourses to maintain efficient coverage and minimize passenger wait times.
• Adjust staffing coverage during peak travel periods, special events, weather disruptions, and holiday travel.
• Track service completion times to ensure compliance with airline service level expectations.

Airline & Airport Communication

• Serve as ABM’s primary coordination contact for airline gate agents, ticket counter staff, and BNA operations personnel.
• Provide real-time updates on service status and staffing coverage.
• Escalate operational challenges, passenger concerns, or safety issues to ABM leadership promptly.
• Maintain professional working relationships with airline station managers and airport stakeholders.

Safety & Compliance

• Ensure all wheelchair services are delivered in compliance with ADA standards and ABM safety policies.
• Promote safe passenger handling techniques and proper equipment use.
• Monitor adherence to airport security and badging requirements.
• Report incidents, service irregularities, or safety concerns according to ABM and BNA protocols.

Team Support & Workforce Coordination

• Support supervisors with shift coverage planning and attendance tracking.
• Coordinate agent assignments across BNA concourses to maintain balanced workload distribution.
• Assist with onboarding and training of new dispatch personnel as needed.
• Reinforce ABM’s culture of accountability, professionalism, and customer focus.

Administrative & Reporting

• Maintain daily dispatch logs and performance tracking records.
• Document service delays, complaints, and operational challenges.
• Assist management in preparing reports related to staffing levels and service metrics.
• Perform other duties as assigned.

• High school diploma or GED required.
• Prior experience in airport operations, aviation services, logistics coordination, or customer service preferred.
• Knowledge of Nashville International Airport (BNA) terminal layout and concourse operations preferred.
• Strong organizational and multitasking abilities in a fast-paced environment.
• Proficient in basic computer systems and dispatch software.
• Excellent communication and problem-solving skills.
• Ability to work flexible schedules, including early mornings, evenings, weekends, and holidays.