Airline Baggage Service Office Agent

SP Plus•Orlando, FL

1d•Onsite

About The Position

Overview 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
Experience in customer service preferred
Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation to effectively communicate with internal and external customers
Complete all required training including airport compliance
Able to obtain an airport badge

Nice To Haves

Airline expereince a plus

Responsibilities

The BSO Representative will 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.
The BSO Representative must be empathetic and helpful to customers who have been separated from their belongings and must be resourceful when searching for valuable items or assisting a customer replace his/her damaged items.
The Baggage Service Office Representative will 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
Additional related duties as deemed operationally necessary by baggage service supplier or airline
Available to work weekends and holiday