Airline Baggage Service Office Representative

4 days ago

Orlando, Florida, United States Bags Inc. Full time
Job Title: Airline Baggage Service Office Agent

Job Summary:

We are seeking a highly skilled and customer-focused Airline Baggage Service Office Agent to join our team at Bags Inc. As a key member of our Baggage Service Office team, you will be responsible for providing exceptional customer service to airline passengers who have experienced delayed, damaged, or pilfered baggage.

Key Responsibilities:

  • Process delayed, damaged, and pilfered baggage claims in a timely and efficient manner, adhering to company policy and procedures.
  • Interact with airline passengers in a courteous, friendly, and professional manner, ensuring a positive experience.
  • Update baggage file information in the computerized baggage tracking system, ensuring accuracy and completeness.
  • Close baggage claim files in a timely manner, following company policy and procedures.
  • Process all baggage tasks in the Task Manager Workflow, ensuring timely completion and adherence to company guidelines.
  • Forward on-hand bags, including processing unclaimed bags and forwarding to Central Baggage Resolution Office, in accordance with prescribed timelines.
  • Arrange baggage delivery with baggage service delivery providers, ensuring timely and efficient delivery.
  • Assist customers with damaged and pilfered bags, lost and found, and loss and/or delay of assistive devices.
  • Process baggage refunds and interim expenses, adhering to company policy and procedures.
  • Understand and manage work based on DOT guidelines, limits to liability, Contract of Carriage, and company policy.
  • Implement policies and procedures for Priority Parcel Service packages, Log and manage Lost & Found/Left on Board items.
  • Perform additional related duties as deemed operationally necessary by baggage service supplier or airline.

Requirements:

  • Must be at least 18 years of age.
  • Be authorized to work in the United States.
  • Must be able to clear a background and drug screen.
  • Must be able to lift up to 70 lbs consistently throughout the shift.
  • Experience in customer service preferred.
  • Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation to effectively communicate with internal and external customers.
  • Complete all required training, including airport compliance.
  • Able to obtain an airport badge.
  • Airline experience a plus.

Appearance Guidelines:

Employees are expected to present a professional business-like image at all times, even when working behind the scenes. The company policy requires each employee to dress, groom, and maintain personal hygiene consistent with the company's business standards.

  • For all male employees, a fully grown in, well-maintained mustache, beard, or goatee is permitted.
  • No visible tattoos or body piercings are allowed. Any tattoos must be covered by the uniform or other means agreed upon by management.
  • Clean and well-maintained approved uniforms must be worn on shift.
  • Additional requirements as specified by management.

Work Environment:

The employee will work in a fast-paced environment, interacting with airline passengers and fellow employees. The employee will be required to use hands and fingers, communicate with customers and fellow employees, and perform various physical tasks, including lifting and moving up to 75 pounds regularly.

Equal Opportunity Employer:

Bags Inc. is an equal opportunity employer committed to recruiting, hiring, training, and promoting without regard to race, color, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, disability, or other classes protected by federal or state law.

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