Baggage Service Office

Job Description – BAGGAGE SERVICE – ET ATL

 Classification
 
        exempt             nonexempt 

Reports to 
 MGS General Manager 

Date:            Revised:                        
 08/2023

JOB DESCRIPTION

Summary/Objective

Process delayed, damaged and pilfered baggage claims in a timely manner and pursuant to company policy at Baggage Service Offices

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. The BSO Representative will work in the BSO office at the airport to ensure the team is effectively working with customers to assist them with their delayed, damaged or pilfered.
2. The BSO Representative must be empathetic and helpful to customers who have been separated from their belongings and must be resourceful when searching for valuable items or assisting a customer replace his/her damaged items.
3. The Baggage Service Office Representative will interact with airline passengers in a courteous, efficient, friendly and professional manner:
4. Process delayed, damaged and pilfered baggage claims in a timely manner and pursuant to company policy at Baggage Service Offices
5. Ensure all baggage file information is complete and accurate in the computerized baggage tracking system, updating the file when applicable.
6. Amend existing files with baggage status in a timely manner and pursuant to company policy.
7. Close baggage claim files that have been resolved in a timely manner and pursuant to company policy.
8. Arrange baggage delivery with baggage service delivery providers.
9. Assist customers with damaged and pilfered bags, lost and found and loss and/or delay of assistive devices
10. Understand and manage work based on DOT guidelines, limits to liability, Contract of Carriage and company policy.
11. Implement policies and procedures for Priority Parcel Service packages.
12. Log and manage Lost & Found/Left on Board items.
13. Additional related duties as deemed operationally necessary by baggage service supplier or airline.

Competencies

1. Teamwork Orientation

1. Stress Management/Composure
2. Ethical Conduct
3. Good Communication
4. Customer Service
5. Leadership

Supervisory Responsibility

This position supervises the team of passenger service agents at counter and gates.
 Work Environment

This job operates in a professional airport environment. Employees may be exposed to outside elements such as rain, sun and others. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

Physical Demands

This position is very active and requires standing, walking and seating.

Required Education and Experience

1. High school diploma or GED.
2. 2-3 years’ experience in customer service at airport or similar entities. 

Additional Eligibility Qualifications

1. Pass a background check.
2. Computer literacy in MS Office packages such as Word, Excel and Outlook.
3. Must be able to read, write and speak English.
4. Experience in Customer Service
5. The job requires someone empathetic and helpful to customers. 

Security Clearance (if applicable)

Must be eligible for CBP seal and pass the criminal background check to obtain the airport ID.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
 
 Signatures
 
 This job description has been approved by all levels of management:

Director_Fernando Mariona_________HR__Maria V Matamoros_______________________

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

Employee__________________________________ Date_____________