Airline Baggage Service Office Agent

BSO Representative

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.

Responsibilities

• The BSO Representative will work in the BSO office at the airport to ensure the team is effectively working with customers to assist them with their delayed, damaged or pilfered.
• The BSO Representative must be empathetic and helpful to customers who have been separated from their belongings and must be resourceful when searching for valuable items or assisting a customer replace his/her damaged items.
• The Baggage Service Office Representative will interact with airline passengers in a courteous, efficient, friendly and professional manner:
• Process delayed, damaged and pilfered baggage claims in a timely manner and pursuant to company policy at Baggage Service Offices
• Ensure all baggage file information is complete and accurate in the computerized baggage tracking system, updating the file when applicable
• Amend existing files with baggage status in a timely manner and pursuant to company policy
• Close baggage claim files that have been resolved in a timely manner and pursuant to company policy
• Process all baggage tasks in the Task Manager Workflow
• Forward on-hand bags, including processing unclaimed bags and forwarding to Central Baggage Resolution Office in accordance with prescribed timelines
• Arrange baggage delivery with baggage service delivery providers
• Assist customers with damaged and pilfered bags, lost and found and loss and/or delay of assistive devices
• Process baggage refunds and interim expenses
• Understand and manage work based on DOT guidelines, limits to liability, Contract of Carriage and company policy
• Implement policies and procedures for Priority Parcel Service packages • Log and manage Lost & Found/Left on Board items
• Additional related duties as deemed operationally necessary by baggage service supplier or airline
• Available to work weekends and holiday

Qualifications

• Must be at least 18 years of age
• Be authorized to work in the United States
• Must be able to clear a background and drug screen
• Must be able to lift up to up to 70 lbs consistently throughout the shift
• Experience in customer service preferred
• Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation to effectively communicate with internal and external customers
• Complete all required training including airport compliance
• Able to obtain an airport badge
• Airline experience a plus

Appearance Guidelines

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.

• For all male employees a fully grown in, well-maintained mustache, beard or goatee is permitted
• 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
• Additional requirements as specified by management

While performing the duties of this job, the employee is regularly required to use hands and fingers and to communicate with customers and fellow employees. The employee is frequently required to sit; reach with hands and arms; stand; walk. The employee is also frequently required to climb, balance, stoop, kneel, and crouch. In addition, the employee is required to of twist, turn, stretch, and bend on a frequent basis. The employee must be able to lift and move up to 75 pounds regularly. The employee 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.

Salary Range: $15.00 per hour

Benefits: Eligible employees will participate in the various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k and paid time off.

SP+ is an equal opportunity employer committed in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, disability or other classes protected by federal or state law. SP+ does not tolerate harassment of or retaliation against any employee or applicant on the basis of these characteristics, or because the individual exercised his or her EEO rights.

SP+, a Metropolis Company, may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate's application relative to the required job qualifications and responsibilities listed in the job posting.

As part of this process, SP+ retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.

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Location

US-FL-ORLANDO