Baggage Service Office

Maximus Global Services•Atlanta, GA

3d•Onsite

About The Position

Process delayed, damaged and pilfered baggage claims in a timely manner and pursuant to company policy at Baggage Service Offices. 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 baggage. 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.

Requirements

High school diploma or GED.
2-3 years’ experience in customer service at airport or similar entities.
Pass a background check.
Computer literacy in MS Office packages such as Word, Excel and Outlook.
Must be able to read, write and speak English.
Experience in Customer Service
The job requires someone empathetic and helpful to customers.
Must be eligible for CBP seal and pass the criminal background check to obtain the airport ID.

Responsibilities

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.
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.
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.