9 months ago
SUMMARY: Meeting and greeting passengers in the claim area, providing assistance with all baggage issues, and creating and maintaining computer files for lost, damaged and pilfered baggage.
ESSENTIAL DUTIES AND RESPONSIBILITIES - include the following. Other duties may be assigned.
Create a welcoming and helpful environment making baggage arrival announcements when customers arrive in the claim area and providing information and instructions.
Monitor the delivery of baggage to the claim area and handle irregularities associated with the baggage delivery process.
Create NettTracer files for lost, damage and pilfered baggage. Update NettTracer files with information pertinent to the claim and maintain contact with the customer on its status until the file is closed.
Investigate and coordinate the return of lost and/or damaged baggage to customers. Prepare bag delivery orders and arrange for delivery using bag delivery services or other available means.
Answer phone calls and respond to messages.
Process and secure unclaimed baggage, update NettTracer records or create a NettTracer on-hand record.
Coordinate with Ramp Services regarding bag deliveries, missing bags.
Assist customers with Skycap request.
Monitor baggage delivery and complete baggage delivery quality checklist.
Accomplish all necessary actions for NettTracer including completion of Task Management tasks in the required time frames.
Secure lost and found property and process lost and found requests.
Coordinate use of baggage and car seat loaner stock.
Assist customers with emergency interim expense requests.
Maintain all Baggage Service records according to the AA standards and retention schedule.
Must be at least 18 years of age.
Must possess a valid driver’s license and Motor Vehicle Report/ MVR.
Must possess at least a High School Diploma / GED equivalent.
Must pass a drug test/ background check and be able to obtain airport security clearance.
Must be able to lift up to 70 pounds in confined spaces.
Must be able to stand, lift, bend, push and pull for extended periods of time.
Must be willing to work outside in all types of weather and elevated noise levels within the airport environment.
Ability to communicate with customers and fellow employees and serve as a team player under all types of conditions is required.
Must be flexible to work various shifts, weekends, or irregular shifts.
Some computer skills preferred.
LOCATION/SPECIFIC WORKING HOURS:
Specific shifts to be determined
Must be able to work extended hours on short notice during non-routine operations.
Some travel required
M/F Disabled and Vet EEO/AA Employer