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Agent Baggage Services

Date: Jan 25, 2023

Location: New York, New York, US

Company: Worldwide Flight Services, Inc.



This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications which may be required of employees assigned to this job classification.


Provides front coverage, where assigned, to control flow of traffic at baggage claiming area. Eliminates counter congestion by providing information giving directions, and assisting passengers with their problems.


Lifts and carries bags, pet kennels, and boxes weighing up to 70 lbs. upstairs, downstairs and to baggage storage areas. Removes unclaimed bags/priority parcel shipments from incoming bag belt. Process claims for damaged or lost luggage and personal articles.  Determines extent of damages and contents and effects on the spot settlement of minor claims including verbal authorization to passenger to allow purchase of toilet and sundry articles of nominal value, while awaiting baggage delivery. Maintains daily, weekly, and monthly records and reports of lost or mishandled baggage, damaged baggage, lost and found articles, cash settlements and delivery arrangements and expense.  Receives complaints from passengers for unchecked articles.  Completes necessary forms and arranges for delivery of articles when located.  Serves customers in a caring, efficient and diplomatic manner. Resolves customer problems in a mutually beneficial manner.


May also be required to stock counter and storage areas.   Communicates with customers over the telephone when researching passenger complaints.  Perform various other related customer service duties as assigned.


Job Requirements


High school diploma or GED.  Valid state drivers license.  Ability to work rotating shifts and days off.  Public contact experience. Ability to read, write, speak and understand the English language.  Ability to accept ownership, responsibility, and accountability of functional obligations, exhibit patience and diplomacy, and communicate effectively with all levels of management.


Essential Job Functions


Ability to handle multiple tasks simultaneously and adapt to constant changes.


Stand at Baggage Counter position, listen, comprehend, ask questions, and evaluate customer needs concerning destination, reservations, flight departure and arrivals, baggage claims and other relevant travel information.  Responds verbally to customers relying upon memory, by reading from source material, or by referring to the computer.  Communicates verbally with other ground employees. Lift, bend, stretch, and turn to change  arrival information in FLS monitors.


Stand, using finger dexterity, inputs by typing customer data into a computerized system.


Checks oversized baggage and parcels at the baggage area reading customers destination from ticket which involves bending, lifting, and carrying bags or parcels weighing up to 100 lbs. on a bag conveyor or to another location for pick-up and loading.


Stands at baggage claim area assisting passengers with claims for lost/damaged luggage. Lifts and bends to remove unclaimed bags/priority parcel shipments from incoming bag belt. Lift, bend and stack bas weighing up to 100 lbs. onto baggage carts and into storage racks/shelves.


Provides announcements to passengers by talking into a speaker system explaining baggage procedures and offering assistance to the disabled, and unaccompanied minors when reaching the baggage claim area.


Stands behind Priority Parcel Service counter, listens and diagnoses customer questions, and concerns regarding shipments. Calculates the fare to be charged and queries the computer system to locate the appropriate packing slip.  Lifts parcel from floor, scale, or a cart and places shipment into domestic or international containers and places on outbound bag cart.  Reads and completes international manifest forms for shipments to international destinations.


Lift, bend, reach, stretch, and turn to stock baggage counter, and storage area. May require standing on step stools or ladders in order to reach storage racks and baggage holding cages to remove and /or place boxes, suitcases, and other items weighing up to 70 lbs.


Must be able to work alone or with minimal supervision.


Must report to work on a regular and timely basis.


Most of the above functions are normally performed within certain narrow time constraints that are usually dictated by the actual arrival of an aircraft and its scheduled departure. The failure to perform these functions may result in poor customer perceptions causing a loss of revenue (i.e. passenger inconvenience caused by lost baggage or delayed aircraft departures).  The failure to perform these functions properly may result in serious injury to employees, damaged ground equipment and/or company aircraft.