Airline Baggage Service Office Agent

Bags, a SP+ Company, is driven by Our Promise, “Making Every Moment Matter for a World on the Go.” Our team understands that time is scarce, so we are intentional about putting ourselves in the shoes of those we serve. The result is a unique combination of talented people and industry-leading technology that enables SP+ to prioritize each and every moment, recognizing that the time colleagues, clients and customers invest in us must always matter.

• Arrange baggage delivery with baggage service delivery providers
• The Baggage Service Office Representative will interact with airline passengers in a courteous, efficient, friendly and professional manner:
• Implement policies and procedures for Priority Parcel Service packages • Log and manage Lost & Found/Left on Board items
• Process baggage refunds and interim expenses
• Understand and manage work based on DOT guidelines, limits to liability, Contract of Carriage and company policy
• Additional related duties as deemed operationally necessary by baggage service supplier or airline
• Process all baggage tasks in the Task Manager Workflow
• Close baggage claim files that have been resolved in a timely manner and pursuant to company policy
• Amend existing files with baggage status in a timely manner and pursuant to company policy
• Available to work weekends and holiday
• Assist customers with damaged and pilfered bags, lost and found and loss and/or delay of assistive devices
• Process delayed, damaged and pilfered baggage claims in a timely manner and pursuant to company policy at Baggage Service Offices
• Ensure all baggage file information is complete and accurate in the computerized baggage tracking system, updating the file when applicable
• Forward on-hand bags, including processing unclaimed bags and forwarding to Central Baggage Resolution Office in accordance with prescribed timelines

• Able to obtain an airport badge
• Must be at least 18 years of age 
• Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation to effectively communicate with internal and external customers  
• Complete all required training including airport compliance
• Be authorized to work in the United States
• Must be able to clear a background and drug screen
• Experience in customer service preferred
• Must be able to lift up to up to 70 lbs consistently throughout the shift 
• Airline expereince 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. 

• For all male employees a fully grown in, well-maintained mustache, beard or goatee is permitted
• Additional requirements as specified by management
• No visible tattoos or body piercings are allowed. Any tattoos must be covered by your uniform or other means agreed upon  by management.
• Clean & well-maintained approved uniforms must be worn on shift

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 of 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.  

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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.