Baggage Services Lead - Customer Care & Operations

lliance Ground International

Ontario (CA)

Hybrid

USD 26,000 - 30,000

Full time

2 days ago

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Benefits offered by this job

Medical/dental/vision benefits

Free uniforms

401(k) retirement plan

Travel discounts

Job summary

Alliance Ground International is seeking a Baggage Service Supervisor in Ontario, CA. You will supervise leads and agents in baggage operations, greet customers, and monitor baggage delivery while maintaining tracing records for lost or damaged baggage.

You will coordinate with Ramp Service and provide proactive customer support to resolve claims efficiently. The role emphasizes safety, security compliance, and flexible duties, including assisting Skycap requests and handling unclaimed baggage,

Qualifications

Minimum age 18 and a high school diploma, GED, or equivalent work experience.
Previous face-to-face customer service experience.
Ability to obtain airport security clearance (10-year background check).
Authorized to work in the United States or Canada.

Responsibilities

Lead and supervise baggage leads and agents in baggage services tasks.
Greet customers in the baggage claim area and provide information about the process.
Monitor baggage delivery and address irregularities.
Create and maintain baggage tracing files for lost, damaged, or pilfered items.
Communicate with customers on tracing status until resolution.
Investigate lost/damaged baggage and coordinate return/delivery.
Process unclaimed baggage and update trace records.
Coordinate with Ramp Service to ensure baggage delivery.
Provide customer support via phone and messages; assist Skycap requests.
Perform other duties as needed and instructed by management.