Job Description:
From check-in and bag drops , to boarding gates and arrivals, as a Baggage Service Agent, you’ll ensure our traveling customers are kept well-informed and are in the right place at the right time. Following safety, security , and airline-specific procedures, you’ll put our customers - and their customers’ needs at the heart of everything our AGI Baggage Service Agent s do. This is a customer - facing role with a goal of providing first-class customer service to each traveler we encounter . If you are friendly , focusing on outstanding customer service , t hen let your career take off with AGI as a Baggage Service Agent !
Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. We are committed to providing the highest quality service and continuing our outstanding safety track record . As we continue to grow, we only look for the best in the industry.
Job R esponsibilities:
Greet arriving passengers in the baggage claim area with a warm and welcoming demeanor. Provide them with relevant information and instructions regarding the baggage claim process, including where to pick up their luggage.
Keep a close eye on the delivery of baggage to the claim area. Ensure that the baggage is delivered efficiently and in a timely manner . Address any irregularities that may arise during this process.
Create and maintain baggage tracing files for lost, damaged, or pilfered baggage. This involves recording essential details related to each case and ensuring that the information is accurate and complete.
Maintain regular contact with passengers who have filed baggage tracing claims. Keep them informed of the status of their cases until the issue is resolved and the file is closed.
Investigate the circumstances surrounding lost or damaged baggage and coordinate the return of the items to the customers. Prepare bag delivery orders and arrange for the delivery of lost baggage, utilizing bag delivery services or other available means.
Process and secure unclaimed baggage. Update trace records or create an on-hand record for these unclaimed items, ensuring proper documentation.
Collaborate with ramp service personnel to ensure the efficient delivery of baggage and the resolution of missing baggage issues.
Answer phone calls and promptly respond to messages from customers seeking information or assistance related to their baggage. Provide clear and helpful answers to their inquiries.
Help customers with Skycap requests, which may involve assisting with the transportation of baggage, providing wheelchairs, or offering other related services.
Provide exceptional customer service as per AGI and a irline specific standards to ensure customer sa tisfaction at every step of their journey.
Always ensure safety and s ecurity are never compromised.
Follow procedures for passengers with regard to the acceptance of Dangerous Goods .
Be flexible and willing to perform any other tasks or responsibilities as required by the company to meet operational needs.
Safety, Security and Compliance :
All AGI Team members have a responsibility and duty while at work to:
Take reasonable care for the health, wellbeing, safety , and security of themselves and of others who may be affected by their actions or omissions while at work.
Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons.
Inform their manager / supervisor of any work situation, equipment , or activity that represents a serious or…