Call Center Representative

SP Plus•Orlando, FL

30d•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

Self-motivated
Excellent customer service skills
Experience with working with computers
Strong organizational skills
Able to follow instructions & complete assignments and tasks in a timely manner
Exceptional written and verbal communication skills.
Ability to work collaboratively in a team environment and support team decisions.
Solid multi-tasking, prioritization and organizational skills.
Must be available to work holidays and weekends
Must be available to work our evening shifts between 3 PM-11:30 PM & 4 PM – 12:30 AM
Employees are expected at all times to present a professional business-like image, even when working behind the scenes.
It is the policy of the Company that each employee’s dress, grooming, and personal hygiene should be appropriate to the work situation and be consistent with the Company’s business standards.
No visible tattoos or body piercings are allowed. Any tattoos must be covered by your uniform or other means agreed upon by management.
Clean & well-maintained approved uniforms must be worn on shift
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 of 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

Travel Industry experience is a plus
For all male employees a fully grown in, well-maintained mustache, beard or goatee is permitted

Responsibilities

Answer and handle a high volume of phone calls in a polite and professional manner ranging from customer service questions to answering support questions from our many customers and subcontractors throughout the United States.
Answer inquiries and questions, handle complaints, troubleshoot problems and provide information for airline passengers who require their luggage to be delivered.
Field incoming requests from end users and customers via telephone, e-mail or other established support channels.
Document all relevant information including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken and resolution.
Utilize knowledgebase, FAQs, peers and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently.
Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude.
Answer incoming technical requests, quickly analyze, test and resolve the calls.
Create requests using our ticketed tracking system to create and track progress of request.
Process requests that are created via email and communicate with end users.
Monitor and manage orders following up on statuses and progress.
Communicate to end users and customers providing updates and statuses on their inquiries.
Accurately enter data to ensure the orders are placed correctly.
Collaborate with co-workers to ensure all orders are entered for the day.
Handling instances that involve customers who have been separated from their luggage.