Customer Service Associate - Baggage Agent (14232)

Customer Service - Baggage Agent


The Customer Service Associate will perform activities in accordance with company standards to accomplish the Company objective of being the lowest cost and best provider of ground transportation.  Quality being defined in terms of excellent customer service, cash handling, safety, on-time performance, ease of use, cleanliness of terminal and buses, and pleasant customer experience.


Loading Bus:

  • Obtains ball-point pen, ID tag and signs for baggage checks in event baggage will need to be checked coach side
  • Assures sufficient supply of tally cards are on hand
  • Ensures tally card is completed and delivered to appropriate driver(s)
  • Ascertains the schedules not running on time, length of delay and assigned gate
  • Determines volume of items to be loaded on particular schedule (preload). 
  • Reports overloads of passengers to manager on duty
  • Loads bus in prescribed, orderly manner to maximize use of space and prevent damage
  • Secures baggage bin door latches
  • Gives completed tally card to driver and obtains signature

Unloading Bus:

  • Meets bus at assigned gate
  • Removes baggage checked to local destination first to provide prompt delivery
    • Quickly moves unclaimed baggage to claim area and through baggage to sorting area to assure prompt sorting and loading on waiting departures
    • When unloading ‘through’ bus, leaves baggage on bus that is destined to points

Baggage Delivery:

  • Matches numbers on customer’s claim check with numbers on strap portion
  • Tears strap portion just below eyelet, leaving eyelet and string intact on baggage.  .
    • Observes bags for damage and/or other problems.  Alerts manager on duty regarding damage incurred and/or other problems


  • Immediately sorts by destination all baggage and express moving into sort area to avoid delay in transit
  • Removes excess empty carts to cart staging area
  • Records dates/times received on baggage claim
  • Racks unclaimed baggage according to company procedures

Servicing Bus:

  • Completes all required bus fueling and servicing records
  • ‘Sticks’ fuel tank to determine quantity on hand and reports to facility manager, as directed
  • Schedules designated buses for fuel and restroom dump:
  • Fuel bus
  • Clean restrooms
  • Check  oil
  • Fill paper dispensers
  • Dump restroom and fill
  • Sweep/mop floors
  • Wash windshield
  • Wash rearview mirrors

Other Duties

  • Directs customers to appropriate areas of the terminal to obtain desired services and answer phones.
  • Directs passengers to correct loading gates or areas for departures and connections.
  • Checks station area, baggage and express areas frequently for stray and/or lost and found items and processes promptly.
  • Performs other duties as assigned.


To be successful in this position, the individual should have the following skills:

  • Cash handling experience
  • Ability to handle packages/bags weighing up to 100 lbs
  • Good problem solving and decision-making ability
  • Excellent oral and written communications skills
  • Basic math skills

Bilingual candidates preferred based on local business needs

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560252 - Chicago
630 W Harrison St, Chicago, Illinois, USA, 60607
  • Company:
  • City:
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  • Category:
    Customer Service & Monitor
  • Closing Date:
    January 6 2018
  • Contact Telephone Number:
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