Airline Baggage Service Office Agent

Bags; Charlotte (NC); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Baggage Service Office Representative to enhance customer experiences at the airport. This role involves assisting passengers with delayed or damaged baggage, ensuring claims are processed efficiently, and maintaining accurate records in the baggage tracking system. With a focus on empathy and customer service, the representative will play a crucial role in turning challenging situations into positive outcomes. Join a dynamic team dedicated to redefining the travel experience by providing exceptional support and service, all while enjoying a full-time position with competitive pay and comprehensive benefits.

Benefits

401k

Medical Insurance

Dental Insurance

Vision Insurance

Paid Training

Advancement Opportunities

Flexible Spending Accounts

Life Insurance

Accident Insurance

Paid Time Off

Qualifications

• 1-2+ years of customer service experience preferred.
• Must be able to lift up to 75 lbs consistently.
• Strong communication skills are essential.

Responsibilities

• Assist customers with baggage claims and inquiries professionally.
• Ensure accurate tracking and management of baggage information.
• Process refunds and manage lost & found items.

Skills

Customer Service

Verbal Communication

Written Communication

Empathy

Problem Solving

Education

High School Diploma

Tools

Computerized Baggage Tracking System

Job description

Overview

Bags, a Metropolis company, is an artificial intelligence company for the real world. We use computer vision to enable checkout-free parking experiences. So there’s no fumbling with tickets, machines, apps, or credit cards. You just “drive in and drive out.”

We are the largest parking network in America, with over 23,000 employees powering mobility at over 4,000 locations across North America and Europe.

Today, we are reinventing parking. Because it’s important, it's everywhere and impacts everyone. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working, and playing remarkable - giving us back our most valuable asset, time.

You will...

The BSO Representative will work in the BSO office at the airport to ensure the team is effectively working with customers to assist them with their delayed, damaged or pilfered baggage.

• This is a Baggage Service Office Agent position starting at $16.00 per hour
• Full-Time Positions Available
• Ability to work weekends and holidays are required for this position
• This position requires in-depth training from the airline
• This position has a shift differential rate for 3rd shift (closing) and weekends only
• Benefits: 401k - Medical Insurance - Dental Insurance - Vision Insurance
• Previous 1-2+ years of Customer Service experience is preferred
• Paid Training
• Advancement Opportunities

The BSO Representative must be empathetic and helpful to customers who have been separated from their belongings and must be resourceful when searching for valuable items or assisting a customer replace his/her damaged items.

• Interact with airline passengers in a courteous, efficient, friendly and professional manner
• Process delayed, damaged and pilfered baggage claims in a timely manner and pursuant to company policy
• Ensure all baggage file information is complete and accurate in the computerized baggage tracking system, updating the file when applicable
• Amend existing files with baggage status in a timely manner and pursuant to company policy
• Close baggage claim files that have been resolved in a timely manner and pursuant to company policy
• Process all baggage tasks in the Task Manager Workflow
• 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
• Assist customers with damaged and pilfered bags, lost and found and loss and/or delay of assistive devices
• Process baggage refunds and interim expenses
• 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
• Additional related duties as deemed operationally necessary by baggage service supplier or airline

You have...

• 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 75 lbs consistently throughout the shift
• Must have ability to work weekends and holidays
• Experience in customer service preferred
• Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation
• Complete all required training including airport compliance
• Able to obtain an airport badge
• Airline experience a plus

Appearance Guidelines

Employees are expected at all times to present a professional business-like image, even when working behind the scenes. It is the policy of the Company that each employee’s dress, grooming, and personal hygiene should be appropriate to the work situation and be consistent with the Company’s business standards.

• Clean & well-maintained approved uniforms must be worn on shift
• Additional requirements as specified by management

While performing the duties of this job, the employee is regularly required to use hands and fingers and to communicate with customers and fellow employees. The employee is frequently required to sit; reach with hands and arms; stand; walk. The employee is also frequently required to climb, balance, stoop, kneel, and crouch. In addition, the employee is required to twist, turn, stretch, and bend on a frequent basis. The employee must be able to lift and move up to 75 pounds regularly. The employee must be able to move in a relatively quick manner. Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus.

Salary Range: $16.00 per hour

Benefits: Eligible employees will participate in the various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k and paid time off.

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SP+ is an equal opportunity employer committed in policy and practice to recruit, hire, train, and promote, in all job classifications, 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. SP+ does not tolerate harassment of or retaliation against any employee or applicant on the basis of these characteristics, or because the individual exercised his or her EEO rights.

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