Lead Agent Baggage Service Office

TREGO DUGAN AVIATION OF GRAND ISLAND INC•Morrisville, NC

17h•Hybrid

About The Position

The Lead Baggage Service Coordinator main duties are to assist passengers in locating lost luggage as well as handling damaged bag and pilferage claims. This role coordinates the return of lost luggage with other stations and external providers.

Requirements

High School diploma or equivalent
minimum of 6 month of customer service in the airlines industry
Knowledge of Nettracer and World Tracer to include: Create Baggage Incidents including: Delayed, Damaged, and Pilferage; Search Baggage Incidents; Modify Baggage Incidents; Read Baggage Incidents; Create On-hand files; Create Baggage Delivery Orders; Understand the Task Manager Window; Use the Inbox to communicate with other stations.

Responsibilities

Assess damaged bag claim and determine best resolution based on airline’s policy
Process rerouting of missed baggage
Perform follow-up correspondences regarding delayed baggage
Complete baggage tracking log and submit daily
Complete and analyze MBR and baggage coding functions
Process “on-hand” luggage to LZ after 3 days
Process claim disputes as required by airline
Remove unclaimed luggage from carousel
Input delayed bags as required by airline
File baggage tracking log and submit daily
Ensure paperwork is completed accurately
Must be available to work various shifts including swing and graveyard shifts plus weekends and holidays
Complete other duties pertaining to baggage service as requested by the general manager or designee
Maintain all required documentation and ensure accurate and timely completion and distribution at the end of each day
Be pleasant with others on the job and display a good-natured, cooperative attitude
Be reliable, responsible, and dependable, and fulfill obligations.
Attention to Detail
Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in difficult situations
Accept criticism and deal calmly and effectively with high stress situations be open to change (positive or negative) and to considerable variety in the workplace
Willingness to take on responsibilities and challenges
Be sensitive to others' needs and feelings and be understanding and helpful on the job
Abiding to TDA and Airline policies and procedures, guiding oneself with little or no supervision, and depending on oneself to get things done