Lead Agent Baggage Service Office
On-siteMorrisville, North Carolina, United States
Job Summary
Assess damaged bag claims to determine resolutions per airline policy and process rerouting for missed baggage. Perform follow-up correspondences on delayed items, input delayed bags, and process claim disputes as required. Complete and analyze MBR and baggage coding functions, then file daily baggage tracking logs. Remove unclaimed luggage from carousels and process on-hand luggage after three days. Ensure all paperwork is accurate and maintain required documentation for timely distribution. Work various shifts including swing, graveyard, weekends, and holidays in a high-pressure airport environment. Carry 70-pound suitcases and perform repetitive physical tasks.
Required Qualifications
- High School diploma or equivalent
- minimum of 6 month of customer service in the airlines industry
- Knowledge of Nettracer and World Tracer
- 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
- Must be able to carry 70 pound suitcase from the floor to 18 inches
- Must be able to carry 70 pound suitcase in front of you with both hands for a distance of up to 25 feet
- Must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time
- Must have sufficient vision and ability to safely perform the essential functions of the position
- Must be available to work various shifts including swing and graveyard shifts plus weekends and holidays
Desired Qualifications
- 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
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