About the position
The Customer Service Agent position at Southwest Airlines is a part-time role that plays a crucial part in delivering exceptional service to customers. As the first point of contact for travelers, Customer Service Agents are responsible for creating a welcoming atmosphere at the ticket counter, baggage service office, and gate area. This role requires friendly and patient problem solvers who can multitask effectively in a dynamic environment. Agents will engage with customers, assisting them with ticketing, check-in, baggage services, and resolving any issues that may arise during their travel experience. The position involves operating a computerized point-of-sale system, handling various forms of payment, and ensuring that all transactions are processed accurately. Customer Service Agents must also manage customer inquiries, provide information about flights, and handle any complaints or irregularities with professionalism and care. Training for new hires consists of 4-6 weeks of comprehensive instruction, including both classroom and on-the-job training. After training, agents typically work 6.5-hour shifts over five days, with the possibility of mandatory overtime. The role is union-based, and shift assignments are determined by a seniority-based bidding process, which may include early mornings, late evenings, weekends, and holidays. U.S. citizenship or current authorization to work in the U.S. is required, and no work authorization sponsorship is available for this position. Southwest Airlines is committed to fostering a diverse workforce and encourages applicants from various backgrounds to apply.
Responsibilities
? Provides friendly service to and maintains positive relationships with all internal and external Customers
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? Works in a cooperative spirit to ensure the success of our Company
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? Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs
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? Handles any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems
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? Greets and handles Customers in a polite and friendly manner
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? Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets
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? Computes charges, makes change and balances daily transactions
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? Checks in baggage and Cargo
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? Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed
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? Handles transactions required to board the aircraft in a timely and efficient manner
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? Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage
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? Provides current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal
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? Completes forms and reports as required by the Company
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? Writes irregularity and complaint reports as required
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? May perform other job duties as directed by Employee's Leaders
Requirements
? Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job
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? Able to read documents, follow instructions, learn and understand ticketing procedures, rules and regulations
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? Ability to work well with others as part of a team, meet the public, and work under stressful situations
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? Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
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? Must be aware of hazardous situations and be able to handle emergencies as needed
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? Must work under tight time constraints to accomplish quick turns of aircraft
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? Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
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? Must be able to perform all job functions within a limited space
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? Must be able to effectively communicate verbally by telephone, face to face and on public address systems
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? Must possess good written and oral skills
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? Must be able to communicate information and instructions verbally or via radio equipment
Nice-to-haves
? Foreign language skills are desirable, but not required
Benefits
? Fly for free on any open seat on all Southwest flights for you and your eligible dependents
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? Company contributions up to 9.3% of your eligible earnings for the Retirement Savings Plan
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? Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan
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? Competitive health insurance for you and your eligible dependents, including pets
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? Health plan coverage options that start from the very first day of employment
