Airline Agent Baggage Service - PHL

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely.  We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.  Are you ready to take off on your next career with us?

Rate of Pay:  $17.00 per hour

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.

• Remain cognizant of WFS staff, security contractors, and visitors’ activities and report security breaches, suspicious occurrences, or non-compliance with the site security plan to managers or via the WFS whistleblower program.  Comply with WFS site procedures for assigned warehouse and other operations.
• Communicates verbally with other ground employees. Lift, bend, stretch, and turn to change arrival information in FLS monitors.
• 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.
• Provides announcements to passengers by talking into a speaker system explaining baggage procedures and 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.

• HS Diploma, GED or Equivalent.
• Valid state drivers license
• Must be able to work alone or with minimal supervision.
• Ability to work rotating shifts and days off. Public contact experience
• Ability to accept ownership, responsibility, and accountability of functional obligations, exhibit patience and diplomacy, and communicate effectively with all levels of management.

• Ability to read, write, speak and understand the English language.
• Ability to handle multiple tasks simultaneously and adapt to constant changes.
• Ability to 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
• Must report to work on a regular and timely basis.

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

• Want your pay in advance?  Access up to 50 of earned wages before payday and get paid up to two days early through the Branch app!
• Are you a top performer who thrives on recognition?  On the spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care?   Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life?  Wellness Programs offered to all employees!
• Want to invest in your future?  401k program offered with company match!
• Looking to grow and have a career with us?  Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.