Baggage Service Supervisor

AGI•Ontario, CA

4d•Onsite

About The Position

Do you enjoy working in a fast-paced, safety-obsessed aviation environment? Baggage Service Supervisors will direct leads and agents to meet and greet passengers in the claim area, providing assistance with all baggage issues, and creating and maintaining computer files for lost, damaged and pilfered baggage. Alliance Ground International is a cargo and aviation services company operating in over 50 cities across North America, with a 45-year legacy in aviation. Our strong reputation in cargo, ground services, and hospitality forms the bedrock of our success. As we continue to expand, we seek the industry's finest talents, where the sky is the limit.

Requirements

Minimum age of 18
Possession of a high school diploma, GED, or equivalent work experience.
Previous face-to-face customer service experience
Ability to obtain airport security clearance, which includes a comprehensive 10-year employment, criminal record, and residence background check.
If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.

Responsibilities

Supervise leads and agents to ensure that all tasks related to baggage services are carried out in an efficient manner.
Counsel and mentor leads and agents.
Provide on-the-job training as needed.
Greet arriving customers in the baggage claim area with a warm and welcoming demeanor.
Provide them with relevant information and instructions regarding the baggage claim process, including where to pick up their luggage.
Keep a close eye on the delivery of baggage to the claim area.
Ensure that the baggage is delivered efficiently and in a timely manner.
Address any irregularities that may arise during this process.
Create and maintain baggage tracing files for lost, damaged, or pilfered baggage.
Record essential details related to each case and ensuring that the information is accurate and complete.
Maintain regular contact with customers who have filed baggage tracing claims.
Keep them informed of the status of their cases until the issue is resolved and the file is closed.
Investigate the circumstances surrounding lost or damaged baggage and coordinate the return of the items to the customers.
Prepare bag delivery orders and arrange for the delivery of lost baggage, utilizing bag delivery services or other available means.
Process and secure unclaimed baggage.
Update trace records or create an on-hand record for these unclaimed items, ensuring proper documentation.
Collaborate with ramp service personnel to ensure the efficient delivery of baggage and the resolution of missing baggage issues.
Answer phone calls and promptly respond to messages from customers seeking information or assistance related to their baggage.
Provide clear and helpful answers to their inquiries.
Help customers with Skycap requests, which may involve assisting with the transportation of baggage, providing wheelchairs, or offering other related services.
Continuously monitor the delivery of baggage to ensure a smooth and timely process.
Be flexible and willing to perform any other tasks or responsibilities as required by the company to meet operational needs.
Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work.
Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons.
Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security.
Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures.
Carry out work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.
Fully understand AGI Health & Safety and Security policies.
Attend training courses as may be required by AGI.