Baggage Service Agent

• Greet and assist passengers in baggage claim, providing clear information and directions.
• Make baggage arrival announcements and communicate relevant instructions to passengers.
• Log incoming flights and track baggage delivery status, including updates for delayed arrivals.
• Monitor baggage delivery and address irregularities within the baggage handling process.
• Create and manage claims for lost, damaged, or pilfered baggage using tracking systems (e.g., NetTracer or scanners).
• Update claim files with accurate and timely information.
• Coordinate the return and delivery of lost or delayed baggage to customers, including preparing delivery orders and arranging courier services.
• Process and secure unclaimed baggage; maintain accurate on-hand inventory records and contact passengers when applicable.
• Partner with ramp services to track missing or late-arriving bags and ensure timely updates.
• Complete baggage quality checks and maintain service standards.
• Ensure compliance with FAA, airline, and company regulations.
• Maintain a clean and organized work area and report operational or maintenance concerns to leadership.
• Provide a professional, courteous, and positive experience for passengers, clients, and team members.
• Work independently while maintaining strong communication with team members and leadership.
• Comply with all safety, security, and quality standards set by the company and regulatory authorities.
• Adhere to assigned work schedules and perform additional duties as required.

Physical Requirements

• Ability to stand and walk for extended periods (up to 8+ hours per shift).
• Ability to lift, push, or pull up to 50 pounds regularly.
• Work may involve continuous movement throughout the shift.

Work Environment

• Airport setting with moderate noise levels.
• Fast-paced, customer-facing environment.

Qualifications & Skills Communication Skills

• Strong verbal and written communication skills in English.
• Ability to clearly explain procedures and respond to customer inquiries.
• Active listening skills with a customer-focused approach.

Problem-Solving Skills

• Ability to follow written and verbal instructions.
• Strong attention to detail with the ability to handle multiple situations effectively.
• Capability to manage routine challenges using sound judgment.

Minimum Requirements

• High school diploma or equivalent preferred.
• Previous customer service experience preferred.
• Basic computer skills required.
• Reliable transportation required.

Company Requirements

• Must comply with company uniform and grooming standards.
• Must display and carry valid SIDA badge/Airport ID at all times.
• Must follow all ABM policies and procedures as outlined in the Team Member Handbook.

Must be 18 years of age or older.

Must meet all requirements to receive required airport SIDA badge and Customs Seal (if applicable)

This job description is subject to change at any time at the discretion of management