Baggage Specialist

Breeze Airways™

1d•Remote

About The Position

Working at Breeze Airways is an exciting endeavor and a serious commitment to bring “The World’s Nicest Airline” to life. We work cross-functionally with truly awesome Team Members to deliver on our mission: “To make the world of travel simple, affordable, and convenient. Improving our guests travel experience using technology, ingenuity and kindness.” Breeze is Hiring - Join us! Breeze Airways is a Seriously NiceTM airline merging technology with kindness. Baggage Specialists work as part of a team of highly motivated self-starters who support Guests through all the phases of their journey. Baggage Specialists work remotely to support Guests through a variety of channels, including digital messaging and voice, by working with internal and external business partner teams to reunite Guests with their belongings. Workdays can be quite routine, or they can be demanding. A high-demand day may consist of assisting Airport Team Members with bag routing and deliveries, updating claims with information from Airports or Guests, working irregular operations, and handling escalated complaints from Guests who are missing their belongings. Remaining calm under pressure, focusing on solutions, communicating clearly verbally, and maintaining a positive attitude are essential skills for this job. Team Members must be willing and able to contribute to the development of a collaborative growing team environment.

Requirements

High School Diploma or General Education Development (GED) Diploma
Two (2) years of customer service experience
High-performance orientation, ability to work well under pressure, prioritize projects, meet deadlines, and maintain flexibility
Ability to work in multiple programs simultaneously
Strong attention to detail, organization, and time management skills
Self-starter, must have a positive attitude and strong desire for success
Ability to work shift hours to cover a 24/7 operation including nights, weekends, and holidays
Complete projects on time with minimal supervision, ability to work varied hours when necessary to meet deadlines
Able to work from or travel to Bases, if needed
Legally eligible to be employed in the country in which the position is located
Must be at least 18 years of age
Excellent written and verbal communication skills
Excellent customer service skills
Lift up to 100 pounds occasionally, 50 pounds frequently
Live and promote Breeze’s core Values and Vision

Nice To Haves

2 year or 4-year degree
2 years airport operations experience
Previous airline experience
Previous experience working customer service in digital channels such as SMS, email, chat, etc.
Experience working a Baggage Service Office (BSO) or similar function
Experience with Baggage tracking tools/programs
Basic understanding of baggage systems and airport procedures
Experience in the Navitaire PSS
High-speed internet with recommended speeds of 25Mbps up and down

Responsibilities

Resolve baggage claims, including delayed bags, damaged bags, irregular operations, reimbursements, pilferage, lost and found items, or unclaimed items
Liase with Guest Empowerment Team (GET) and Airports in resolving mishandled baggage service issues
Monitor and respond to messages from Guests and Airports regarding delayed and lost baggage via SMS, chat, email, and phone
Coordinate with Business Partners to correctly charge responsible parties for SLA penalties and delivery costs
Develop and maintain working relationships across internal departments
Ensure communication standards are upheld between Baggage Specialists, Guests, and Airport Teams
Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them in the approved designated Breeze channels
Update and maintain reference materials, as appropriate
Achieve performance measures and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity, and Excellence
When working or traveling on Breeze flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
Promote Breeze’s #1 value of safety as a Safety Ambassador, supporting Breeze’s Safety Management System (SMS) components, Safety Policy, and behavioral standards