Call Center Representative

Job Description

Job Description

Overview

Bags, a Metropolis company, is on a mission to make every moment matter for a world on the go. As part of the largest mobility network in North America, we combine innovative technology with a customer-first mindset to transform the travel experience—especially at airports. From curbside to gate, our services eliminate the stress of traditional travel by streamlining baggage handling, check-in, and other key touchpoints. With over 23,000 employees across 4,000+ locations in North America and Europe, we’re reimagining how people move through their journeys—saving time, reducing hassle, and ensuring every step feels effortless and efficient.

Responsibilities

As a leading airline and luggage service provider across the nation, we are seeking energetic and outgoing candidates to join our Call Center family. The role of a Customer Service Representative is answer and handle high volume of phone calls in a polite and professional manner ranging from customer service questions to answering support questions from our many customers and subcontractors throughout the United States. This also includes answer inquiries and questions, handle complaints, troubleshoot problems and provide information for airline passengers who require their luggage to be delivered.

The candidate will be self-motivated, have excellent customer service skills and have experience with working with computers. Our ideal candidate must have strong organizational skills, and be able to follow instructions & complete assignments and tasks in a timely manner. This is a team oriented, fast paced environment with a lot of hands on training, support and guidance.

• Field incoming requests from end users and customers via telephone, e-mail or other established support channels
• Document all relevant information including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken and resolution.
• Utilize knowledgebase, FAQs, peers and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently.
• Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude
• Answer incoming technical requests, quickly analyze, test and resolve the calls
• Create requests using our ticketed tracking system to create and track progress of request
• Process requests that are created via email and communicate with end users
• Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude
• Answer incoming technical requests, quickly analyze, test and resolve the calls
• Create requests using our ticketed tracking system to create and track progress of request
• Monitor and manage orders following up on statuses and progress
• Communicate to end users and customers providing updates and statuses on their inquiries.
• Requires a patient and understanding individual who knows how to satisfy customers and maintain a cool demeanor
• Accurately enter data to ensure the orders are placed correctly.
• Collaborate with co-workers to ensure all orders are entered for the day.
• Ability to work independently and be able to work under pressure
• Utilize computer systems and multiple applications to manage orders
• Handling instances that involve customers who have been separated from their luggage

Qualifications

Exceptional written and verbal communication skills.

Ability to work collaboratively in a team environment and support team decisions.

Solid multi-tasking, prioritization and organizational skills. .

Travel Industry experience is a plus

Must be available to work holidays and weekends

Must be available to work our evening shifts between 3 PM-11 : 30 PM & 4 PM – 12 : 30 AM

Appearance Guidelines

Employees are expected at all times to present a professional business-like image, even when working behind the scenes. It is the policy of the Company that each employee’s dress, grooming, and personal hygiene should be appropriate to the work situation and be consistent with the Company’s business standards.

While performing the duties of this job, the employee is regularly required to use hands and fingers and to communicate with customers and fellow employees. The employee is frequently required to sit; reach with hands and arms; stand; walk. The employee is also frequently required to climb, balance, stoop, kneel, and crouch. In addition, the employee is required to of twist, turn, stretch, and bend on a frequent basis. The employee must be able to lift and move up to 75 pounds regularly. The employee must be able to move in a relatively quick manner. Specific vision abilities required by this job include Close vision, Peripheral vision and Ability to adjust focus.

Salary Range : $16.00 per hour

Benefits : Eligible employees will participate in the various benefits plans including medical, dental, vision, flexible spending accounts, long / short term disability, life insurance, accident insurance, 401k and paid time off.

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SP+ is an equal opportunity employer committed in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, disability or other classes protected by federal or state law. SP+ does not tolerate harassment of or retaliation against any employee or applicant on the basis of these characteristics, or because the individual exercised his or her EEO rights.

Right to Work Poster

SP+, a Metropolis Company, may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting.

As part of this process, SP+ retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.

If you are an applicant to a New York City job posting and wish to request an alternative selection process accommodation or have questions about our data retention policy, please contact Recruit@spplus.com. We are here to assist you.