Overview
The Customer Service Bag Drop Supervisor provides leadership and operational oversight for the Vendor Behind Counter (VBC) operation. This position supervises VBC Agents responsible for greeting passengers, verifying travel documentation, issuing baggage tags, and transferring checked baggage to the airline baggage handling system. The Supervisor ensures daily operations are conducted safely, efficiently, and in accordance with airline, airport, TSA, FAA, DOT, and Company requirements. This position promotes exceptional customer service while maintaining productivity, staffing levels, operational compliance, and employee engagement. The Customer Service Bag Drop Supervisor serves as the primary operational leader for the assigned shift, partnering with airline personnel and ABM Aviation leadership to deliver a positive passenger experience while supporting on-time flight departures.
Compensation: $22.38 per hour pay rate (U.S. Dollar)
The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program.
Schedule: 3 AM shifts and 2 PM shifts with days off together during the week, will include weekends.
Benefits: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Staff & Management
Responsibilities
Operational Leadership
Passenger Service
Vendor Behind Counter Operations
Employee Leadership
Safety & Compliance
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Ensure employees comply with all TSA, FAA, DOT, airport authority, airline, and Company policies.
Administrative Responsibilities
Supervisory Responsibilities
This position directly supervises Vendor Behind Counter (VBC) Agents.
Responsibilities include:
Qualifications
Required
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Minimum one (1) year of airport, airline, passenger service, hospitality, or customer service experience.
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Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams.
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Ability to work a flexible schedule, including nights, weekends, holidays, overtime, and rotating shifts.
Preferred
Knowledge, Skills & Abilities
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Ability to communicate effectively with employees, passengers, airline personnel, and airport stakeholders.
Physical Requirements
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Employees in this position regularly:
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Bend, stoop, kneel, reach, and climb stairs.
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Push, pull, lift, and carry baggage and operational equipment weighing up to 75 pounds, with or without reasonable accommodation.
Work Environment
The work environment is typical of a busy commercial airport and includes moderate to high noise levels, changing operational priorities, varying passenger volumes, and exposure to moving equipment and aircraft operations. Employees may work in ticketing lobbies, baggage acceptance areas, airline operations spaces, and other secured airport locations.
General Requirements
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Must comply with all applicable TSA, FAA, DOT, ADA, ACAA, OSHA, airport authority, and client requirements.
