IAD Customer Service Bag Drop Supervisor

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

Operational Leadership 

• Supervise daily Vendor Behind Counter operations to ensure safe, efficient, and customer-focused passenger service.  

• Direct the activities of assigned VBC Agents throughout each shift.  

• Ensure staffing levels meet operational needs based on passenger volumes and airline schedules.  

• Coordinate employee assignments, lunches, breaks, and shift coverage.  

• Monitor passenger queues and proactively adjust staffing to minimize customer wait times.  

• Ensure operational goals and client service expectations are achieved.  

• Maintain communication with Operations Management regarding staffing, service levels, and operational issues.  

• Assist with irregular operations, delayed flights, schedule changes, and operational disruptions.  

Passenger Service 

• Ensure passengers receive professional, courteous, and timely service.  

• Promote a welcoming environment while maintaining efficiency and professionalism.  

• Resolve passenger concerns using sound judgment and excellent customer service skills.  

• Maintain effective working relationships with airline representatives and airport personnel.  

• Escalate customer service concerns when appropriate.  

Vendor Behind Counter Operations 

• Supervise employees responsible for verifying passenger identification and travel documentation.  

• Ensure baggage tags are accurately issued according to airline procedures.  

• Verify checked baggage is properly transferred to the airline conveyor system.  

• Monitor compliance with airline baggage acceptance policies.  

• Ensure passenger information is handled professionally and confidentially.  

• Perform VBC Agent duties during staffing shortages or peak operational periods.  

Employee Leadership 

• Lead by example while promoting professionalism and teamwork.  

• Coach employees on operational procedures and customer service expectations.  

• Conduct shift briefings and communicate operational updates.  

• Assist with employee onboarding and job training.  

• Monitor employee performance and provide constructive feedback.  

• Complete coaching and corrective action documentation when necessary.  

• Recognize employee achievements and encourage continuous improvement.  

Safety & Compliance 

• Promote safety as a core operational value.  

• Ensure compliance with Company safety policies and procedures.  

• Conduct routine safety observations and operational audits.  

• Identify hazards and report unsafe conditions.  

• Ensure employees comply with all TSA, FAA, DOT, airport authority, airline, and Company policies.  

• Support accident reporting and investigations when required.  

• Maintain compliance with all security procedures governing passenger processing and baggage acceptance.  

• Ensure employees properly use required personal protective equipment.  

Administrative Responsibilities 

• Complete daily operational reports.  

• Monitor attendance and timekeeping.  

• Review staffing requirements and scheduling needs.  

• Maintain operational documentation.  

• Assist management with staffing recommendations.  

• Communicate operational trends and service concerns.  

• Support implementation of new operational initiatives.  

Supervisory Responsibilities 

This position directly supervises Vendor Behind Counter (VBC) Agents. 

Responsibilities include: 

• Assigning and directing work  

• Scheduling employees  

• Monitoring attendance  

• Coaching and mentoring employees  

• Conducting performance discussions  

• Recommending disciplinary action  

• Assisting with hiring and onboarding  

• Conducting operational training  

• Promoting employee engagement  

• Maintaining a positive work environment  

• Ensuring compliance with Company policies and procedures  

Required 

• High School Diploma or GED.  

• Minimum one (1) year of airport, airline, passenger service, hospitality, or customer service experience.  

• Previous lead, trainer, or supervisory experience in a customer-facing environment.  

• Ability to lead employees in a fast-paced operational environment.  

• Strong verbal and written communication skills.  

• Ability to solve problems and make sound operational decisions.  

• Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams.  

• Ability to work a flexible schedule, including nights, weekends, holidays, overtime, and rotating shifts.  

Preferred 

• Previous airport passenger service or airline experience.  

• Experience supervising customer service or operational employees.  

• Bilingual communication skills.  

• Experience with airline departure control systems or passenger processing systems.  

Knowledge, Skills & Abilities 

• Strong customer service and interpersonal skills.  

• Leadership and team-building ability.  

• Effective conflict resolution skills.  

• Ability to prioritize multiple responsibilities.  

• Strong organizational and time management skills.  

• Ability to communicate effectively with employees, passengers, airline personnel, and airport stakeholders.  

• Ability to maintain professionalism under pressure.  

• Working knowledge of airport safety and security procedures.  

Physical Requirements 

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

Employees in this position regularly: 

• Stand and walk for extended periods throughout the workday.  

• Bend, stoop, kneel, reach, and climb stairs.  

• Push, pull, lift, and carry baggage and operational equipment weighing up to 75 pounds, with or without reasonable accommodation.  

• Use hands and fingers to operate computers, scanners, radios, and baggage tagging equipment.  

• Frequently communicate with passengers, employees, airline personnel, and management.  

• Work both indoors and outdoors in varying weather conditions.  

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 

• Must be at least 18 years of age.  

• Must successfully pass all required background screenings and drug testing.  

• Must be eligible to obtain and maintain an airport SIDA badge and any additional security clearances required by the airport or airline.  

• Must comply with all ABM Aviation policies, procedures, and standards of conduct.  

• Must comply with all applicable TSA, FAA, DOT, ADA, ACAA, OSHA, airport authority, and client requirements.  

• Must maintain a professional appearance in accordance with Company grooming and uniform standards.  

• Must perform duties in a manner that promotes a safe, respectful, and inclusive workplace.  

• Must be able to work assigned schedules and accept schedule changes based on operational needs.