Lead Agent Baggage Service Office

About the role

The Lead Baggage Service Coordinator assists passengers in locating lost luggage, handles damaged bag and pilferage claims, and coordinates the return of lost luggage with other stations and external providers.

Responsibilities

• Assess damaged bag claims and determine the best resolution based on airline policy
• Process rerouting of missed baggage
• Perform follow-up correspondences regarding delayed baggage
• Complete baggage tracking log and submit daily
• Complete and analyze MBR and baggage coding functions
• Process “on-hand” luggage to LZ after 3 days
• Process claim disputes as required by the airline
• Remove unclaimed luggage from the carousel
• Input delayed bags as required by the airline
• File baggage tracking log and submit daily
• Ensure paperwork is completed accurately
• Maintain all required documentation and ensure accurate and timely completion and distribution at the end of each day
• Complete other duties pertaining to baggage service as requested by the general manager or designee

Requirements

• High School diploma or equivalent
• Minimum of 6 months of customer service experience in the airline industry
• Knowledge of Nettracer and World Tracer, including:
  • Creating baggage incidents (delayed, damaged, and pilferage)
  • Searching baggage incidents
  • Modifying baggage incidents
  • Reading baggage incidents
  • Creating on-hand files
  • Creating baggage delivery orders
  • Understanding the Task Manager Window
  • Using the Inbox to communicate with other stations
• Must be available to work various shifts including swing and graveyard shifts, plus weekends and holidays

Competencies

• Display a pleasant, cooperative attitude with others
• Be reliable, responsible, and dependable in fulfilling obligations
• Attention to detail
• Maintain composure and control emotions in difficult situations
• Accept criticism and handle high-stress situations calmly and effectively
• Be open to change and variety in the workplace
• Willingness to take on responsibilities and challenges
• Be sensitive to others' needs and feelings, and be understanding and helpful
• Abide by TDA and airline policies and procedures with minimal supervision

Physical Demands

• Must be able to work in a high-pressure environment
• Must be able to carry a 70-pound suitcase from the floor to 18 inches and carry it in front of you with both hands for up to 25 feet
• Physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, and twisting
• Ability to sustain physical positions for extended periods
• Sufficient vision and ability to safely perform the essential functions of the position

Work Environment

Airport environment, both indoors and outdoors. Exposure to extreme temperature ranges may be encountered.

Career Path

This position may be filled by promoting a Customer Service Agent or Ground Operations Agent.