Airline Baggage Service Office Agent

SP Plus Corporation•Orlando, FL

2d•Onsite

About The Position

Bags, a Metropolis company, is on a mission to make every moment matter for a world on the go. As part of the largest mobility network in North America, we combine 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, reducing hassle, and ensuring every step feels effortless and efficient.

Requirements

Must be at least 18 years of age.
Be authorized to work in the United States.
Must be able to clear a background and drug screen.
Must be able to lift up to up to 70 lbs consistently throughout the shift.
Complete all required training including airport compliance.
Able to obtain an airport badge.
Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation to effectively communicate with internal and external customers.
Regularly required to use hands and fingers and to communicate with customers and fellow employees.
Frequently required to sit; reach with hands and arms; stand; walk.
Frequently required to climb, balance, stoop, kneel, and crouch.
Required to twist, turn, stretch, and bend on a frequent basis.
Must be able to lift and move up to 75 pounds regularly.
Must be able to move in a relatively quick manner.
Specific vision abilities required by this job include Close vision, Peripheral vision and Ability to adjust focus.

Nice To Haves

Experience in customer service preferred.
Airline experience a plus.

Responsibilities

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 baggage.
Interact with airline passengers in a courteous, efficient, friendly and professional manner.
Process delayed, damaged and pilfered baggage claims in a timely manner and pursuant to company policy at Baggage Service Offices.
Ensure all baggage file information is complete and accurate in the computerized baggage tracking system, updating the file when applicable.
Amend existing files with baggage status in a timely manner and pursuant to company policy.
Close baggage claim files that have been resolved in a timely manner and pursuant to company policy.
Process all baggage tasks in the Task Manager Workflow.
Forward on-hand bags, including processing unclaimed bags and forwarding to Central Baggage Resolution Office in accordance with prescribed timelines.
Arrange baggage delivery with baggage service delivery providers.
Assist customers with damaged and pilfered bags, lost and found and loss and/or delay of assistive devices.
Process baggage refunds and interim expenses.
Understand and manage work based on DOT guidelines, limits to liability, Contract of Carriage and company policy.
Implement policies and procedures for Priority Parcel Service packages.
Log and manage Lost & Found/Left on Board items.
Perform additional related duties as deemed operationally necessary by baggage service supplier or airline.
Available to work weekends and holidays.