Baggage Service Office - BWI Airport

TURNING LOST BAGS INTO FOUND SMILES - BAGGAGE SERVICE OFFICE AGENT NEEDED! 

Interested in working in aviation? Are you looking for a job with stability and growth opportunities? If you are looking for a career with growth potential and work well in a fast-paced, team-oriented environment, we want to speak to you!

WHY WORK FOR PRIMEFLIGHT?

• Enjoy benefits like 401(k) with matching, health, dental, vision, and life insurance, paid time off, growth opportunities, and more (*Benefits may vary based on eligibility)
• We are committed to being a leading provider of commercial services within the aviation industry
• Our teams focus on maintaining a positive working environment and treating all team members with respect
• With more than 200 locations across the world, we offer opportunities for career progression

SUMMARY OVERVIEW

The Baggage Service Office Agent is responsible for ensuring smooth operations of the office that handles passenger luggage issues. This role includes ensuring efficient processing of baggage claims and maintaining a high level of customer service. As the agent, you will also address customer concerns and ensure compliance with airport and airline baggage policies. Effective communication and coordination with various airport departments are key aspects of this role to ensure smooth baggage handling operations.

RESPONSIBILITIES

• Manage the daily operations of the baggage service office 
• Handle passenger queries regarding baggage mishandling and service issues 
• Ensure efficient processing of baggage claims 
• Coordinate with airlines and baggage handling teams for luggage tracking 
• Maintain accurate records of baggage-related incidents and resolutions 
• Provide excellent customer service in resolving baggage issues 
• Train staff in baggage handling systems and customer interaction protocols 
• Implement and monitor service standards for baggage handling 
• Address and resolve escalated customer complaints 
• Oversee baggage claim procedures and ensure compliance with airline policies 
• Analyze operational data to improve service efficiency 
• Maintain up-to-date knowledge of airport and airline regulations 
• Coordinate with security for lost and found items 
• Facilitate team meetings and communicate operational updates 
• Ensure adherence to safety protocols in the baggage service area 
• Exemplify PrimeFlight customer service and safety standards
• Perform any additional duties as assigned by management

QUALIFICATIONS

• 18 years of age or older
• Must be legally authorized to work in the country of employment.
• Communicate effectively in English (reading, writing, speaking)
• Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices
•  Effectively communicate with colleagues and clients, both in-person and through electronic means
• Pass a background check and drug screen
•  Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable).
• Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays

To perform this job successfully, an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment, knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

PHYSICAL ACTIVITY/WORKING CONDITIONS MAY INCLUDE:

• Ability to lift up to 70 pounds
• Prolonged standing and walking in an indoor/outdoor environment as applicable
• May need to reach with arms and grasp with hands
•  May need to push, pull
•  May need to bend, stretch, squat, kneel
• Exposure to moderate and at times high noise levels
• Be able to hear and respond to the spoken voice and to audible alarms
• Tasks may involve repetitive motions of the arms, wrists, hands and/or fingers
• Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision, ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)  

The pay rate listed on this post is what the company reasonably expects to pay for this position. However, individual compensation may vary based on factors including qualifications, skills, competencies, education, and experience.

PrimeFlight Aviation Services, Inc. is proud to be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Service, Inc. without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws.

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