Airline and Cruise Support Specialist
About The Position
Bags, a Metropolispany, is on a mission to make every moment matter for a world on the go. As part of the largest mobilitywork in North America, webine innovative technology with a customer-first mindset to transform the travel experience—especially at airports. From curbside to gate, our services eliminate the stress of traditional travel by streamlining baggage handling, check-in, and other key touchpoints. With over 23,000 employees across 4,000+ locations in North America and Europe, we're reimagining how people move through their journeys—saving time, cing hassle, and ensuring every step feels effortless and efficient. You will... An Airline and Cruise Support Specialist is primarily responsible for checking-in passengers for their airline reservations and ensuring passengers have all their proper documentation for travel from their cruise. Additionally, this role will support cruise line representatives and offsite check-in locations managing all their all-airline check-in issues, isolate problems, determine and implement solutions as well as diagnosis and dispatch to additional support staff. Qualified candidates must be self-motivated,anized, and have strong customer service skills.
Requirements
- Exceptional written and verbalmunication skills.
- Ability to work collaboratively in a team environment and support team decisions.
- Solid multi-tasking, prioritization, andanizational skills.
- Must be Proficient in Microsoft Excel
- Continuously reviews and implements process improvements. Plans direct and evaluates the workflow, as well as coordinates work activities to achieve expected service goals.
- Must be available to work holidays and weekends
- Must be available to work various shifts in the morning or evening hours
Nice To Haves
- Travel Industry experience is a plus
Responsibilities
- Manage the check-in process, ensuring that customers have the proper documentation for travel for Cruise Line Passengers.
- Manage and support cruise line representatives to ensure airline check-in service is provided correctly and efficiently.
- Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation,municating promptly on progress and handling customers with a professional attitude
- Answer iing technical requests, quickly analyze, test, and resolve the calls
- Create requests using our ticketed tracking system to create and track the progress of request
- Process requests that are created via andmunicate with end-users
- Escalate incidents to correct higher level position when the needs arise and work with the escalation employee to resolve and test all issues
- Grow the knowledgebase by using resolutions of successfully closed requests
- Monitor queue and track inbound calls.
- Providemunication and follow up to ensure representatives are fully informed of all new information related to, prores, customer needs, andpany-related issues, changes, or actions.
- Create and send daily reports to the airline, TSA, CBP, and other government agencies.
Benefits
- Eligible employees will participate in the various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k and paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
