Job Summary Join our dynamic team as a Baggage Service Office (BSO) Agent, where your energetic and customer-focused approach will ensure smooth and efficient baggage handling operations. The Baggage Service Office Agent is responsible for assisting passengers with delayed, damaged, or missing baggage while ensuring accurate documentation, timely follow-up, and excellent customer service. This role supports daily baggage service operations, communicates with airlines and couriers, and maintains compliance with all safety and security procedures. This paid position offers an exciting opportunity to be part of the fast-paced air transportation industry, delivering exceptional service while maintaining high standards of safety and security. Duties Assist passengers with delayed, damaged, or missing baggage claims in a professional and courteous manner. Create, update, and close baggage irregularity reports (AHL, OHD, DPR) using airline baggage tracing systems. Track and monitor mishandled baggage files to ensure timely resolution. Coordinate delivery of delayed baggage with contracted courier services. Communicate with airlines, ramp personnel, and other departments regarding baggage status and irregularities. Verify passenger identification and documentation when releasing baggage. Provide accurate information to passengers regarding baggage status, delivery timelines, and next steps. Handle customer complaints and escalate issues to the Lead or Manager when necessary. Maintain accurate daily logs, reports, and required documentation. Assist with international arrivals and baggage clearance procedures as needed. Ensure compliance with all airport, airline, TSA, and company security requirements. Support irregular operations (IROPs) by assisting with increased passenger volume and baggage disruptions. Maintain a clean, organized, and professional work environment. Perform other duties as assigned. Assist passengers with baggage check-in, documentation, and tracking to ensure accurate and timely processing Requirements Accuracy and completeness of baggage irregularity reports. Timeliness of baggage tracing, follow-up, and delivery coordination. Customer satisfaction and effectiveness of service recovery. Professional appearance and conduct at all times. Compliance with safety and security procedures. Quality of communication with passengers, airlines, and internal departments. Strong organizational skills with the ability to multitask efficiently in a fast-paced setting Excellent communication skills to interact confidently with diverse clientele and team members

Pay:

$19.00 - $20.00 per hour

Benefits:

On-the-job training Paid training

Work Location:

In person