Lead Agent Baggage Service Office

Lead Baggage Service Coordinator

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

Essential Duties and 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 M  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

Competency/Behavioral Requirements:

• 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

Physical Demands:

Must be able to work in a high pressure environment. Must be able to carry 70 pound suitcase from the floor to 18 inches and 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.

Work Environment:

Airport environment:
Indoors and Outdoors. Extreme outdoor conditions where extreme temperature ranges may be encountered.

Other Requirements and

Qualifications:

• Education:
  
  High School diploma or equivalent
• Experience:
  
  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.
• Position from which an employee could be promoted into this:
  Customer Service Agent or Ground Operations Agent