Baggage Service Agent
Alliance Ground International
Baggage Service Agent
Alliance Ground International
Full-service aviation provider and cargo handler
Job Description:
From check-in and bagdrops, to boarding gates and arrivals, as aBaggage ServiceAgent,you’llensure our traveling customers are kept well-informed and are in the right place at the right time. Following safety, security,and airline-specific procedures,you’llput our customers - and their customers’ needs at the heart of everything ourAGIBaggage Service Agents do.This is a customer-facing role with a goalofproviding first-class customer service to eachtravelerweencounter.If you are friendly,focusing on outstanding customer service, then let your career take off with AGI as aBaggage Service Agent!
Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. We are committed to providing the highest quality service and continuing our outstanding safetytrack record. As we continue to grow, we only look for the best in the industry.
JobResponsibilities:
Greet arrivingpassengersin the baggage claim area with a warm and welcoming demeanor. Provide them with relevant information and instructionsregardingthe 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 efficientlyandin a timely manner. Address any irregularities that may arise during this process.
Create andmaintainbaggage tracing files for lost, damaged, or pilfered baggage. This involves recording essential details related to each case and ensuring that the information isaccurateand complete.
Maintain regular contact withpassengerswho 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,utilizingbag 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 orassistancerelated to their baggage. Provide clear and helpful answers to their inquiries.
Help customers with Skycap requests, which may involveassistingwith the transportation of baggage, providing wheelchairs, or offering other related services.
Provide exceptional customer service as per AGI andairline specific standards to ensure customersatisfaction at every step of their journey.
Always ensure safety andsecurityarenever compromised.
Follow procedures for passengers withregardto the acceptance of Dangerous Goods.
Be flexible and willing to perform any other tasks or responsibilities as required by the company to meet operational needs.
Safety, Security and Compliance:
All AGI Team members have a responsibility and duty while at work to:
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 orcomply withany 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 thatrepresentsa 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.
Conductworkin accordance withinformation and training provided and any specific health, wellbeing, safety,and security rules or procedures.
Fully understandAGIHealth & Safety and Security policies.
Attend training courses as may be required byAGI.
Physical Requirements:
Must be able to lift/carry / push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.
Mustbe able to stand forextended periodsof time.
Must be able to carry heavy items up and down jetway stairs.
Must bealertto moving vehicles, equipment,oraircraftandmust be able touse radio equipment.
Knowledge, Skills,and Abilities:
Appearance:Must be willing to wear uniform and insigniaas prescribed byAGI. Personal appearance and groomingmustpresent a favorable corporate image.
Goodcommunicationskills:Baggage Service Agents must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers,and other ground crew to coordinate the movement ofpassengersand handling of equipment and baggage. Tolerate and answer repetitious questions frompassengersin a friendly, outgoing manner. Ability to speak and be understood in giving directions/information to passengersverbally and/or via overhead announcement systems.
Computer skills:Baggage Service Agents are required to use computer systems daily.
Critical thinking skills:Agentmay be called upon to troubleshoot issuestoassistpassengers with reservation issues, process excess baggage fees correctly, verify required visa documentation, etc.
Basicmathskills:Must be able to process payment transactions for flight/seat upgrades, excess baggage fees, etc.
Time management skills:Baggage Service Agents must be able to manage their time effectively to complete tasks efficiently in a fast-pacedenvironment.Must reportto work on a regular andtimelybasis.
Qualifications:
Be at least 18 years of age andpossessa high school diploma, GED, or work experience equivalent.
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.
Must complete SIDA training to obtain airport authority identification security.
Preferred Qualifications - One+ year of relevant experience.Airline experience is preferred, andpreviousface-to-face customer service experience is alsoa plus.
AGI offers a comprehensive benefit package for all employees, including paid vacation and medical / dental / vision for full-time qualified employees as well as medical coverage forpart timeemployees. AGI also provides free uniforms and free on-the-job training to all employees.Additionalbenefits includecompany-matched 401(k) program, company-paid employeeassistanceprogram, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises to name a few.
The successful AGI team member brings their “A” game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!
Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.
Full-service aviation provider and cargo handler
AGI provides aviation ground handling services across the United States and Canada, handling cargo, mail, baggage, and passenger services for airports. It operates by coordinating a network of airport teams that manage loading and unloading, palletization, cargo and pharmaceutical handling, ramp operations, security, and terminal services for both cargo and passengers. The company differentiates itself by growing through strategic acquisitions that broaden its airport footprint and add passenger and terminal handling, creating one unified network rather than many isolated providers, backed by private equity. Its goal is to extend its network internationally, expanding into Europe and Latin America while continuing U.S. and Canadian growth.
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