Baggage Service Representative
1 week ago
Classification: Exempt/Nonexempt
Reports to: MGS General Manager
JOB SUMMARY
The Baggage Service Representative is responsible for managing claims related to delayed, damaged, or pilfered baggage, ensuring adherence to company policies and providing exceptional customer service.
KEY RESPONSIBILITIES
- Assist customers in the Baggage Service Office, addressing issues related to their baggage with empathy and professionalism.
- Demonstrate resourcefulness in locating lost items and aiding customers in replacing damaged belongings.
- Maintain courteous and efficient interactions with airline passengers, ensuring a positive experience.
- Process baggage claims promptly and in accordance with established company guidelines.
- Ensure accuracy and completeness of baggage file information within the computerized tracking system, making updates as necessary.
- Timely amendment of existing files to reflect current baggage status in compliance with company policies.
- Close resolved baggage claim files promptly, adhering to company procedures.
- Coordinate baggage delivery with service providers to ensure customer satisfaction.
- Assist customers with issues related to damaged or lost bags, as well as lost assistive devices.
- Understand and apply DOT guidelines, limits of liability, and the Contract of Carriage in daily operations.
- Implement policies for Priority Parcel Service packages effectively.
- Manage Lost & Found items, ensuring proper logging and tracking.
- Perform additional duties as required by operational needs.
- High school diploma or GED.
- 2-3 years of experience in customer service, preferably in an airport or similar environment.
- Ability to pass a background check.
- Proficiency in MS Office applications including Word, Excel, and Outlook.
- Fluency in English, both written and spoken.
- Strong customer service orientation with a focus on empathy.
This role includes oversight of passenger service agents at various locations.
WORK ENVIRONMENT
The position operates within a professional airport setting, with potential exposure to outdoor elements. Standard office equipment is utilized regularly.
PHYSICAL DEMANDS
This is an active role requiring frequent standing, walking, and sitting.
NOTE
This job description is intended to provide a general overview of the position and is not exhaustive of all duties and responsibilities. Changes may occur as necessary.
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