LL Baggage Customer Service Agent (TP)

Baggage Service Agent

Pacific Aviation is hiring Baggage Service Agents to support operations at San Francisco International Airport (SFO). This position is ideal for detail-oriented individuals who thrive behind the scenes and want to ensure baggage operations run safely, smoothly, and on time.

What You'll Do

1. Assist passengers at check-in counters, arrival areas, and gates with baggage-related inquiries, claims, and service needs

2. File and update reports for delayed, damaged, or missing baggage using systems like World Tracer

3. Communicate with passengers via phone, email, and in person to provide timely baggage updates and delivery arrangements

4. Ensure a professional and empathetic passenger experience while resolving baggage issues under time pressure

5. Coordinate with ramp teams, Ground Handling Agents (GHAs), delivery services, and airline staff to facilitate accurate baggage transfers

6. Prepare and maintain the baggage service office and bagroom in a clean, organized, and operational state

7. Support boarding operations, including special service assistance and communication with gate agents

8. Monitor flight arrivals to proactively assist with irregular operations and expedite baggage handling

9. Collaborate with airline partners to ensure baggage regulations, transfer procedures, and safety protocols are upheld

10. Respond to baggage claim escalations in a calm and solutions-focused manner

11. Maintain documentation accuracy and follow all airport, TSA, and airline procedures

12. Deliver excellent customer service in a fast-paced, international terminal