Job Description
About WFS Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents. Are you ready to take off on your next career with us?
Job Summary The Airline Baggage Service Agent provides frontline support to ensure a smooth passenger experience at the baggage claim area. This role involves assisting passengers with locating, handling, and processing claims for lost, delayed, or damaged luggage. The agent handles unclaimed bags, resolves customer complaints, and ensures timely settlements when necessary. Additional responsibilities include maintaining records, stocking counter and storage areas, and performing other customer service tasks. The ideal candidate demonstrates a caring and diplomatic approach to resolving passenger concerns efficiently and professionally.
Responsibilities - Provide customer support at the baggage claim area, directing traffic, and assisting passengers with inquiries.
- Lift, carry, and transport luggage, pet kennels, and packages weighing up to 70 lbs. to designated areas.
- Process claims for damaged, delayed, or lost baggage, including determining damages and settling minor claims on the spot.
- Maintain records and reports of lost or mishandled luggage, cash settlements, delivery arrangements, and related issues.
- Communicate with passengers over the phone to research and resolve complaints.
- Remove unclaimed baggage and shipments from incoming belts and organize them in storage.
- Stock and maintain counter and storage areas as needed.
- Serve customers with empathy, ensuring efficient and mutually satisfactory resolutions to their problems.
Minimum Requirements - High school diploma or GED.
- Valid US Driver's License
- Strong communication and customer service skills.
- Ability to lift and carry items up to 70 lbs. and work in physically demanding conditions.
- Proficiency in using computers for claim processing and record keeping.
- Availability to work flexible shifts, including nights, weekends, and holidays.
Preferred Skills - Prior experience in customer service, especially in aviation or baggage handling.
- Familiarity with airline baggage claim processes and systems.
- Problem-solving skills and the ability to handle challenging customer interactions professionally.
- Attention to detail in record-keeping and claim resolution.
Physical Requirements/Working Conditions - Work indoors and outdoors in various weather conditions.
- Standing, walking, bending, and lifting for extended periods.
- Exposure to noise and bustling airport environments.
- Flexibility to adapt to changing schedules and workloads.
Perks & Benefits - Want your pay in advance? Access your pay when you need it through the DailyPay app!
- Are you a top performer who thrives on recognition? On-the-spot awards offered through the Awardco Platform including gift cards and more!
- Need quality medical care? Multiple options for both full and part-time employees!
- Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
- Looking to stay healthy and improve your life? Wellness Programs are offered to all employees!
- Want to invest in your future? 401k program offered with company match!
- Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available!
WFS is an equal-opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals. Worldwide Flight Services
Job Tags
Holiday work, Full time, Part time, Worldwide, Outdoor, Flexible hours, Shift work, Night shift,