Baggage Specialist

Breeze Airways is a Seriously Nice^TM airline merging technology with kindness.  Baggage Specialists work as part of a team of highly motivated self-starters who support Guests through all the phases of their journey.  Baggage Specialists work remotely to support Guests through a variety of channels, including digital messaging and voice, by working with internal and external business partner teams to reunite Guests with their belongings. Workdays can be quite routine, or they can be demanding. A high-demand day may consist of assisting Airport Team Members with bag routing and deliveries, updating claims with information from Airports or Guests, working irregular operations, and handling escalated complaints from Guests who are missing their belongings. Remaining calm under pressure, focusing on solutions, communicating clearly verbally, and maintaining a positive attitude are essential skills for this job. Team Members must be willing and able to contribute to the development of a collaborative growing team environment.

• →Resolve baggage claims, including delayed bags, damaged bags, irregular operations, reimbursements, pilferage, lost and found items, or unclaimed items
• →Liase with Guest Empowerment Team (GET) and Airports in resolving mishandled baggage service issues
• →Monitor and respond to messages from Guests and Airports regarding delayed and lost baggage via SMS, chat, email, and phone
• →Coordinate with Business Partners to correctly charge responsible parties for SLA penalties and delivery costs
• →Develop and maintain working relationships across internal departments
• →Ensure communication standards are upheld between Baggage Specialists, Guests, and Airport Teams
• →Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them in the approved designated Breeze channels Update and maintain reference materials, as appropriate
• →Achieve performance measures and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity, and Excellence

• High School Diploma or General Education Development (GED) Diploma
• Two (2) years of customer service experience
• High-performance orientation, ability to work well under pressure, prioritize projects, meet deadlines, and maintain flexibility
• Ability to work in multiple programs simultaneously
• Strong attention to detail, organization, and time management skills
• Self-starter, must have a positive attitude and strong desire for success
• Ability to work shift hours to cover a 24/7 operation including nights, weekends, and holidays
• Complete projects on time with minimal supervision, ability to work varied hours when necessary to meet deadlines
• Able to work from or travel to Bases, if needed
• Legally eligible to work in the country in which the position is located
• Must be at least 18 years of age

• 2 year or 4-year degree
• 2 years airport operations experience
• Previous airline experience
• Previous experience working customer service in digital channels such as SMS, email, chat, etc.
• Experience working a Baggage Service Office (BSO) or similar function
• Experience with Baggage tracking tools/programs
• Basic understanding of baggage systems and airport procedures
• Experience in the Navitaire PSS
• High-speed internet with recommended speeds of 25Mbps up and down

• Excellent written and verbal communication skills
• Excellent customer service skills
• When working or traveling on Breeze flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Promote Breeze’s #1 value of safety as a Safety Ambassador, supporting Breeze’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Lift up to 100 pounds occasionally, 50 pounds frequently
• Live and promote Breeze’s core Values and Vision