LL Baggage Customer Service Agent (TP)

Position Objectives:

Pacific Aviation is hiring Baggage Service Agents to support operations at San Francisco International Airport (SFO). This position is ideal for detail-oriented individuals who thrive behind the scenes and want to ensure baggage operations run safely, smoothly, and on time.

What You’ll Do

1. Assist passengers at check-in counters, arrival areas, and gates with baggage-related inquiries, claims, and service needs

• File and update reports for delayed, damaged, or missing baggage using systems like World Tracer
• Communicate with passengers via phone, email, and in person to provide timely baggage updates and delivery arrangements
• Ensure a professional and empathetic passenger experience while resolving baggage issues under time pressure
• Coordinate with ramp teams, Ground Handling Agents (GHAs), delivery services, and airline staff to facilitate accurate baggage transfers
• Prepare and maintain the baggage service office and bagroom in a clean, organized, and operational state
• Support boarding operations, including special service assistance and communication with gate agents
• Monitor flight arrivals to proactively assist with irregular operations and expedite baggage handling
• Collaborate with airline partners to ensure baggage regulations, transfer procedures, and safety protocols are upheld
• Respond to baggage claim escalations in a calm and solutions-focused manner
• Maintain documentation accuracy and follow all airport, TSA, and airline procedures
• Deliver excellent customer service in a fast-paced, international terminal

Requirements

What You Bring

• Clear written and verbal communication (email coordination required)
• Fluent English communication skills-verbal and written
• Proficiency or familiarity with WorldTracer (strongly preferred)
• Strong customer service, coordination, and problem-solving skills
• Ability to manage stressful situations calmly and effectively
• Attention to detail and organizational skills
• Computer literacy and fast, accurate data entry
• Physical ability to lift up to 50 lbs and work on your feet for extended periods
• Flexibility to work weekends, evenings, and holidays
• Legally authorized to work in the U.S.
• Must pass a background check and attend paid training

Schedule

• Must be available to work at least 4 days per week, including weekends and holidays
• Shifts may include afternoons, evenings, or nights

Benefits

Pay & Benefits

• Hourly Rate: $23.15 per hour + Shift Premium B ($1)
• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Paid Time Off (PTO)
• Paid Training
• Uniform Provided
• Parking Discount
• Referral Bonus Program