Pay rate $20.06/Hour.
ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2023 Employee Benefits | Front Line Team Members (Programa de beneficios de).
ABM is hiring for a Lead Customer Service Baggage Service Office.
General Responsibilities:
Responsible for leading a team of Customer Service Agents and Baggage Handlers to assist customers with misplaced or damaged baggage in a timely manner according to Company, Client, and Regulatory policies, specifications and standards.
Specific Duties / Essential Job Functions: (Other duties may be assigned.)
- Identify and address staff training and coaching needs
- Assist Manager with planning and implementation of various department initiatives or changes.
- Ensure station compliance of baggage and its accurate reporting.
- Conduct regular observations of the operation and report findings directly to your Manager.
- Assist passengers with baggage pick-up and resolve issues with delayed, lost or damaged items.
- Respond to passenger concerns both in person and over the phone.
- Complete proper forms according to the nature of the incident.
- Utilize computer based software to track and catalogue luggage.
- Assist customers with misplaced or damaged baggage.
- Create tracers to help locate baggage.
- Coordinate the delivery of baggage to customer’s residence.
- Other duties as required.
Other:
- Physical Demands: The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The individual may be required to stand and walk for 2/3 or more of the work shift.
- Individual may be required to talk, hear and use hands to handle or feel for 2/3 or more of the work shift.
- Individual may be required to lift 50 pounds or more for up to 2/3 of the work shift.
- The individual must be able to work in a high stress environment.
Work Environment: The work environment characteristics described herein are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The work environment has a moderate to high noise level.
- Specific Job Knowledge, Skill, and Ability: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements described herein are representative of the knowledge, skill and/or
- Ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Language Skills:
- Ability to communicate effectively in the English language. Ability to read and interpret documents such as government issued identification items, safety rules, operating and procedure manuals, and employee handbooks. Ability to effectively present information and respond to questions from managers, clients, customers and the general public.
Math Skills:
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals
Reasoning Ability:
- Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Employee must comply with the Company’s uniform and grooming standards and must wear his or her SIDA badge/Airport ID at all times.
- Employee must comply with all guidelines and policies set forth in the ABM Team Member Handbook. These policies include, but are not limited to, the Company’s Zero Tolerance Discrimination and Harassment Policy, Retaliation Policy, Ethics Policy, and Security Policy.
Education:
High school diploma or GED required.
Experience:
- Must Have 2 years customer service experience
- Airport knowledge and experience with SABER/BMAS experience is preferred
- Basic computer skill, including understanding of basic software applications
- Typing 35 WPM
Overall:
- Must be 18 years of age or older.
- Must work schedule as assigned.
- Must submit to and pass a drug screen.
- Must meet all requirements to receive required airport SIDA badge and Customs Seal (if applicable), including successful completion of a background check and ten-year work history.