LL Baggage Customer Service Agent (TP)

About this role

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