vBSO Specialist

Location: Bag Central

Position: Virtual Baggage Service Specialist

Responsibilities

• The successful candidate will possess the ability to professionally communicate with Airline employees, passengers, and BagCentral teammates to quickly identify and resolve a passenger’s incident.
• Successfully maintain a high-quality, world-class managed service for the airline industry by monitoring and working Virtual Baggage Service Office (BSO) incidents. 
• Process incidents filed by Airline passengers and work Fault/Dispute queue.
• Develop best practice techniques to increase efficiency and settlement times, including identifying opportunities to improve the technology used at BagCentral, keeping the passenger satisfaction forefront in all efforts.
• Ensure communication with passenger and teammates is professional, substantive, and meets company standards.
• Contribute to the development of self and teammates to continually improve the operation as a whole.
• Cross-train for other aspects of the operation.
• Backfill other positions during times of vacation or illness.
• Must display reliable attendance and workplace harmony.
  
  

Key Traits

• Servant Leadership: Able to influence the actions and opinions of others in a desired direction; Exhibit sound judgment in working with others towards worthwhile objectives; Very good people skills.
• Strong Character: The combination of integrity and earned trust shown through moral and ethical competence; Doing the right thing every time, even when no one is looking. 
• Humble Confidence: The quiet confidence to effectively meet and exceed the job requirements, while expressing a humble attitude toward internal and external contacts; maturely express feelings and opinions; manage disagreements constructively; socially adept and mature. 
• Innovator: Always seeking and asking customers and colleagues what else Bag Central can and should offer as a product or service to complement existing solutions; Inquisitive.
• Strong Communicator: Listen well; able to clearly present information through spoken and written word; Ability to influence and persuade others through oral presentation in various internal and external situations; Ability to collaborate effectively.
• Flexibility: Willing to work varied schedules.  Overtime may be required.
  
  

Qualifications

• Airline experience
• BSO/Claims experience a plus
• Detail oriented
• Customer Service skills
• Computer/Internet savvy
• Commitment to excellence
  
  

About BagCentral

Bag Central, LLC (“BC”) is a business process outsourcing company, powered by the NetTracer (“NT”) SaaS platform, focused primarily on delivering best-in-class service recovery solutions for the airline industry. The NetTracer platform has been experiencing significant expansion and adoption within both the domestic and international markets, enabling the launch of the BagCentral business in Atlanta, GA. 

About The Owens Group

The Owens Group International (OGI) is a private, family-owned holding company that consists of four businesses operating in the unclaimed baggage/personal lost and found space. OGI’s solutions span the NetTracer software as a service business, two technology-enabled service businesses (BagCentral and Lost & Found Central), and Unclaimed Baggage, a re-commerce solution that gives a second life to left-over items.

Based in Atlanta, GA, OGI has an impressive track record of growth, success, and stewardship. With a key core competency in automation and workflow management of lost and found items and baggage, OGI has become a key strategic partner to enterprises within the travel, transportation, and hospitality industries, including many of the world’s largest airlines such as Southwest, Delta, JetBlue, American, and others.

As a 50-year-old family-owned company, we aren’t driven by short-term decision-making with the goal of exiting in a few years. As a matter of fact, our vision is a hundred-year vision. We are in business to impact our world by providing world-class technology and services while living out our God-given purposes and doing so profitably. We greet each and every day with enthusiasm, excitement, intentionality, and hope. We are determined to keep our entrepreneurial spirit alive and surround ourselves with team members who embrace our core values.

Our Culture

Our Mission is to: “Redeem the lost, unclaimed, and rejected for the glory of God.”

The values of our family of companies are rooted in a distinctly Judeo-Christian worldview. We aren’t perfect and don’t always get it right, but we truly do seek to honor God in all we do.

Our Values In Action Are

• Integrity: Do the right thing
• Excellence: Always reach for better
• Humility: Listen and learn
• Service: Help others win
• Teamwork: Grow stronger together
• Gratitude: Choose to be thankful
• Entrepreneurship: Make it happen
  
  

We offer a casual, yet professional work environment, great benefits, competitive pay, and a close-knit team who cares. People are our priority, and we seek to foster a culture of collaboration, support, and growth. Our headquarters is located in the Atlanta Galleria Office Park, which is a stone’s throw from The Battery and Truist Park, home of the Atlanta Braves, with easy access to the greater Atlanta area. Unclaimed Baggage’s retail and operations facilities are located near the quaint, downtown square in Scottsboro, Alabama, a charming small town tucked away in the northeast corner of the state, surrounded by the foothills of the Appalachian Mountains and next to the stunning Tennessee River and Lake Guntersville.