Call Center Representative
Nordstrom, Orlando, FL, United States
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. Job Summary
We are seeking energetic and outgoing candidates to join our Call Center family as Customer Service Representatives. The role involves answering a high volume of phone calls in a polite and professional manner, handling customer service questions, and addressing support inquiries from customers and subcontractors throughout the United States. This includes answering inquiries, handling complaints, troubleshooting problems, and providing information for airline passengers who require their luggage to be delivered. The candidate will be self-motivated, have excellent customer service skills, and experience with working with computers. Ideal candidates will have strong organizational skills and the ability to follow instructions and complete assignments in a timely manner. This is a team-oriented, fast-paced environment with extensive hands-on training, support, and guidance. Responsibilities
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 Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, and communicating progress with a professional attitude Answer incoming technical requests, quickly analyze, test and resolve the calls Create requests using our ticketed tracking system to track progress Process requests that are created via email and communicate with end users Monitor and manage orders, following up on statuses and progress Communicate updates and statuses to end users and customers Maintain a patient and understanding demeanor to satisfy customers Accurately enter data to ensure orders are placed correctly Collaborate with co-workers to ensure all orders are entered for the day Ability to work independently and under pressure Utilize computer systems and multiple applications to manage orders Handle instances involving customers who have been separated from their luggage Qualifications
Exceptional written and verbal communication skills Ability to work collaboratively in a team environment Solid multi-tasking, prioritization and organizational skills Travel industry experience is a plus Available to work holidays and weekends Available to work evening shifts between 3 PM–11:30 PM and 4 PM–12:30 AM Appearance Guidelines
For all male employees, a well-maintained mustache, beard or goatee is permitted No visible tattoos or body piercings are allowed; tattoos must be covered by the uniform or management-approved means Clean and well-maintained approved uniforms must be worn on shift Additional requirements as specified by management Physical Requirements
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, and walk. The employee is also frequently required to climb, balance, stoop, kneel, and crouch. The employee must be able to twist, turn, stretch, and bend on a frequent basis and may need to lift and move up to 75 pounds. Specific vision abilities required include close vision, peripheral vision, and the ability to adjust focus. Salary Range : $16.00 per hour Benefits : Eligible employees will participate in various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k, and paid time off. Equal Opportunity and Data
SP+ is an equal opportunity employer committed to recruiting, hiring, training, and promoting without regard to race, color, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, disability or other protected characteristics. SP+ does not tolerate harassment or retaliation against any employee or applicant for exercising EEO rights. SP+, a Metropolis Company, may utilize an automated employment decision tool (AEDT) to assess or evaluate candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities. Data collected may be retained as part of employee records if hired. For New York City applicants, inquiries about alternative selection processes or data retention can be directed to Recruit@spplus.com. Right to Work Poster
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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. Job Summary
We are seeking energetic and outgoing candidates to join our Call Center family as Customer Service Representatives. The role involves answering a high volume of phone calls in a polite and professional manner, handling customer service questions, and addressing support inquiries from customers and subcontractors throughout the United States. This includes answering inquiries, handling complaints, troubleshooting problems, and providing information for airline passengers who require their luggage to be delivered. The candidate will be self-motivated, have excellent customer service skills, and experience with working with computers. Ideal candidates will have strong organizational skills and the ability to follow instructions and complete assignments in a timely manner. This is a team-oriented, fast-paced environment with extensive hands-on training, support, and guidance. Responsibilities
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 Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, and communicating progress with a professional attitude Answer incoming technical requests, quickly analyze, test and resolve the calls Create requests using our ticketed tracking system to track progress Process requests that are created via email and communicate with end users Monitor and manage orders, following up on statuses and progress Communicate updates and statuses to end users and customers Maintain a patient and understanding demeanor to satisfy customers Accurately enter data to ensure orders are placed correctly Collaborate with co-workers to ensure all orders are entered for the day Ability to work independently and under pressure Utilize computer systems and multiple applications to manage orders Handle instances involving customers who have been separated from their luggage Qualifications
Exceptional written and verbal communication skills Ability to work collaboratively in a team environment Solid multi-tasking, prioritization and organizational skills Travel industry experience is a plus Available to work holidays and weekends Available to work evening shifts between 3 PM–11:30 PM and 4 PM–12:30 AM Appearance Guidelines
For all male employees, a well-maintained mustache, beard or goatee is permitted No visible tattoos or body piercings are allowed; tattoos must be covered by the uniform or management-approved means Clean and well-maintained approved uniforms must be worn on shift Additional requirements as specified by management Physical Requirements
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, and walk. The employee is also frequently required to climb, balance, stoop, kneel, and crouch. The employee must be able to twist, turn, stretch, and bend on a frequent basis and may need to lift and move up to 75 pounds. Specific vision abilities required include close vision, peripheral vision, and the ability to adjust focus. Salary Range : $16.00 per hour Benefits : Eligible employees will participate in various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k, and paid time off. Equal Opportunity and Data
SP+ is an equal opportunity employer committed to recruiting, hiring, training, and promoting without regard to race, color, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, disability or other protected characteristics. SP+ does not tolerate harassment or retaliation against any employee or applicant for exercising EEO rights. SP+, a Metropolis Company, may utilize an automated employment decision tool (AEDT) to assess or evaluate candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities. Data collected may be retained as part of employee records if hired. For New York City applicants, inquiries about alternative selection processes or data retention can be directed to Recruit@spplus.com. Right to Work Poster
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