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Baggage Claims Specialist

2 months ago

Atlanta, Georgia, United States MAXIMUS Consulting Services, Inc. Full time
Job Description - Baggage Service

Classification: Exempt/Nonexempt

Reports to: MGS General Manager

JOB SUMMARY

The Baggage Service Representative is responsible for managing and processing claims related to delayed, damaged, or pilfered baggage in accordance with company policies at the Baggage Service Offices.

KEY RESPONSIBILITIES
  1. Assist customers in the Baggage Service Office, ensuring effective communication and support for issues related to their baggage.
  2. Exhibit empathy and resourcefulness when addressing customer concerns regarding their belongings.
  3. Engage with airline passengers in a professional and courteous manner.
  4. Timely processing of baggage claims while adhering to company policies.
  5. Maintain accurate and complete records in the computerized baggage tracking system, updating information as necessary.
  6. Timely amendment of existing baggage files to reflect current status.
  7. Close resolved baggage claim files promptly in compliance with company procedures.
  8. Coordinate baggage delivery with service providers.
  9. Assist customers with issues related to damaged or lost items, including assistive devices.
  10. Understand and apply DOT guidelines, liability limits, and company policies effectively.
  11. Implement procedures for handling Priority Parcel Service packages.
  12. Manage Lost & Found items efficiently.
  13. Perform additional duties as required by operational needs.
SKILLS AND COMPETENCIES
  1. Teamwork Orientation
  2. Stress Management
  3. Ethical Conduct
  4. Effective Communication
  5. Customer Service Excellence
  6. Leadership Abilities
SUPERVISORY ROLE
This position oversees a team of passenger service agents at counters and gates.
WORK ENVIRONMENT
This role operates within a professional airport setting, with potential exposure to outdoor elements. Standard office equipment such as computers and phones will be utilized.

PHYSICAL REQUIREMENTS
This position is active, requiring standing, walking, and sitting.

EDUCATION AND EXPERIENCE
  1. High school diploma or GED.
  2. 2-3 years of customer service experience in an airport or similar environment.
ADDITIONAL QUALIFICATIONS
  1. Ability to pass a background check.
  2. Proficiency in MS Office applications including Word, Excel, and Outlook.
  3. Fluency in reading, writing, and speaking English.
  4. Demonstrated customer service skills.
  5. Empathy and a helpful attitude towards customers.
SECURITY CLEARANCE
Must meet eligibility requirements for CBP seal and pass a criminal background check to obtain airport ID.

NOTE
This job description is intended to provide a general overview of the position and is not exhaustive of all duties and responsibilities. Responsibilities may change as needed.