Baggage Service Agent

CVG Airport; Boston (MA); Hybrid; USD 21,000 - 30,000; Full time

Job summary

Menzies Aviation in Boston is seeking a Baggage Service Agent to assist passengers with baggage services, including claims for delayed, damaged or lost luggage. You will load and unload baggage, coordinate tracking, and ensure compliance with airline and airport procedures.

We value strong leadership, reliability and excellent communication. The role requires standing for long periods, lifting up to 50 pounds, and the ability to work weekends or holidays as needed, in a fast-paced airport

Qualifications

• HS diploma or GED completed.
• 1 year of airline/airport baggage service or customer service experience.
• 1 year of lead or supervisory experience.
• Must pass pre-employment and random drug testing.

Responsibilities

• Load and unload passenger baggage, cargo, and mail from aircraft safely and efficiently.
• Sort and transport luggage to designated areas within the airport.
• Operate baggage handling equipment, carts, belt loaders, and tugs safely.
• Ensure baggage is properly scanned, tagged, and routed to the correct flights.
• Inspect equipment and report maintenance or safety concerns promptly.
• Follow airline, airport, and TSA security procedures at all times.
• Maintain cleanliness and organization of baggage areas and workspaces.
• Assist with aircraft arrival and departure operations as needed.
• Work collaboratively with ramp agents, supervisors, and airline personnel to meet operational deadlines.
• Respond quickly to changing flight schedules and operational needs.
• Adhere to all safety regulations and company policies.
• Perform other duties as requested.

Skills

Leadership

Communication

Conflict resolution

Multitasking

Organization

Problem solving

Verbal communication

Written communication

English proficiency

Education

High School Diploma or GED

Tools

Airline baggage systems

Microsoft Office

Job description

People. Passion. Pride. This is what has driven our team since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

The Baggage Service Agent (BSO Agent) is responsible for assisting passengers with baggage-related services, including delayed, damaged, or lost luggage claims. This role provides exceptional customer service while coordinating baggage tracking, documentation, and resolution efforts in compliance with airline and airport procedures.

What you will be doing:

• Load and unload passenger baggage, cargo, and mail from aircraft safely and efficiently
• Sort and transport luggage to designated areas within the airport
• Operate baggage handling equipment, carts, belt loaders, and tugs safely
• Ensure baggage is properly scanned, tagged, and routed to the correct flights
• Inspect equipment and report maintenance or safety concerns promptly
• Follow airline, airport, and TSA security procedures at all times
• Maintain cleanliness and organization of baggage areas and workspaces
• Assist with aircraft arrival and departure operations as needed
• Work collaboratively with ramp agents, supervisors, and airline personnel to meet operational deadlines
• Respond quickly to changing flight schedules and operational needs
• Adhere to all safety regulations and company policies
• Perform other duties as requested

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for:

• Must be 18 years of age or older
• HS Diploma or GED
• One (1) year of airline, airport, baggage service, or customer service experience
• Minimum one (1) year of lead or supervisory experience
• Strong leadership, communication, and conflict-resolution skills
• Proficiency with airline baggage systems and Microsoft Office applications
• Ability to multitask and make decisions in a fast-paced operational environment
• Strong organizational and problem-solving abilities
• Excellent verbal and written communication skills
• Airline or Airport Operations leadership experience
• Possess the tact to deal with all levels of employees and client representatives.
• Ability to stand and walk for extended periods throughout airport terminals and operational areas.
• Ability to lift, push, pull, and carry luggage or equipment up to 50 pounds regularly.
• Ability to work indoors and outdoors in varying weather conditions and airport environments.
• Ability to bend, stoop, kneel, and maneuver equipment safely.
• Must pass pre-employment and random drug test.
• DMV check may be required.
• Must be able to read, write, understand and carry out instructions in English.
• Must meet necessary requirements to obtain a security sensitive identification badge
• Must be able to verbally direct in English.
• Must have good hearing and vision.
• May be required to work weekends, overnight shifts and holidays.
• Treat all information as confidential.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.

Preferred

High School or better.