Baggage Service Agent

1w1 week ago

ABM Industries

Denver, US · Full-time · $40,000 – $40,000

About this role

The Baggage Service Office (BSO) Agent assists airline passengers with baggage-related issues, including delayed, damaged, or lost luggage. This role serves as a key customer service point at the airport, ensuring accurate reporting, tracking, and resolution of baggage claims. Agents maintain high levels of professionalism, empathy, and compliance with airline and regulatory standards.

Assist passengers with delayed, damaged, or missing baggage claims in a courteous and professional manner. Explain baggage policies, claim procedures, and expected resolution timelines. De-escalate upset or frustrated passengers with empathetic, solution-focused service.

Communicate with ramp agents, baggage handlers, couriers, and internal airline departments. Coordinate with external vendors for baggage delivery or repair services. Provide timely updates to passengers regarding claim status while processing reimbursements per guidelines.

Work in a fast-paced airport setting with direct interaction with diverse passengers and exposure to time-sensitive situations. Adhere to airline policies, TSA regulations, and airport security procedures. Ideal for those entering the workforce or veterans, with military experience encouraged.

Requirements

Must be 18 years of age or older
Strong customer service and interpersonal skills
Ability to communicate clearly in English (verbal and written)
Basic computer proficiency and ability to learn airline systems
Ability to multitask in a fast-paced, high-pressure environment
Willingness to work shifts, weekends, holidays, and irregular hours
Ability to stand or walk for extended periods
Ability to lift and handle baggage up to 50 lbs with assistance

Responsibilities

Assist passengers with delayed, damaged, or missing baggage claims in a courteous and professional manner
Explain baggage policies, claim procedures, and expected resolution timelines
De-escalate upset or frustrated passengers and provide empathetic, solution-focused service
Communicate with ramp agents, baggage handlers, couriers, and internal airline departments
Coordinate with external vendors for baggage delivery or repair services
Provide timely updates to passengers regarding claim status
Adhere to airline policies, TSA regulations, and airport security procedures
Process reimbursements and compensation according to airline guidelines

Benefits

$20.00 Hourly pay rate (varies based on experience, skills, abilities, geographic location, and market data)
Comprehensive benefits package for front line team members
Military and veteran friendly employer; veterans and candidates with military experience encouraged to apply