LL Baggage Customer Service Agent (AZ)

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

1. File and update reports for delayed, damaged, or missing baggage using systems like World Tracer
2. Communicate with passengers via phone, email, and in person to provide timely baggage updates and delivery arrangements
3. Ensure a professional and empathetic passenger experience while resolving baggage issues under time pressure
4. Coordinate with ramp teams, Ground Handling Agents (GHAs), delivery services, and airline staff to facilitate accurate baggage transfers
5. Prepare and maintain the baggage service office and bagroom in a clean, organized, and operational state
6. Support boarding operations, including special service assistance and communication with gate agents
7. Monitor flight arrivals to proactively assist with irregular operations and expedite baggage handling
8. Collaborate with airline partners to ensure baggage regulations, transfer procedures, and safety protocols are upheld
9. Respond to baggage claim escalations in a calm and solutions-focused manner
10. Maintain documentation accuracy and follow all airport, TSA, and airline procedures
11. 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