Department:Customer Support & Services

Our Company Promise

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Job Description:

Pay & Benefits:

• Pay of $17.94/hour, with the opportunity for future increase per applicable collective bargaining agreement wage scale. Opportunities for overtime and shift premiums.

Benefits you’ll love:    

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)  
• Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck ** 
• Potential for annual ProfitSharing contribution toward retirement – when Southwest profits, you profit*** 
• Explore more Benefits you’ll love: https://careers.southwestair.com/benefits
   

At Southwest Airlines, we’re committed to providing Legendary Customer Service and building Customer relationships. It’s at the Heart of our Company since 1971. We entrust our Customer Support & Services (CS&S) Representatives to develop and maintain relationships with Internal and External Customers through industry-leading phone and written communication, act as dynamic problem-solvers, partner with other workgroups to advocate for Company improvement, and achieve our Purpose of connecting People to what’s important in their lives through friendly, reliable, and low-cost air travel. 

Additional details:

• Join a Customer Support & Services training class as early as August 2023. Training classes will be filled in order of hire
• Train for this role for a total of (6) weeks—two (2) weeks in person at our Corporate Campus in Dallas and the remaining four (4) weeks completed remotely from your home location
• Requirements for working remotely include:
  • Your internet download speed must be at least 50 Mbp/s and upload speed at least 5 Mbp/s
  • You must currently be a resident of one of the following states: Arizona, Arkansas  Florida, Georgia, Indiana, Kentucky, Michigan, Minnesota, Missouri, New Mexico, Nevada, North Carolina, Ohio, Oklahoma, Tennessee, Texas, Utah, or Wisconsin
• U.S. citizenship or current authorization to work in the U.S. is required, and no current or future work authorization sponsorship available

Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences. 

• Job Summary
  • Provides legendary Customer Service by effectively communicating with Customers via telephone and electronic channels (including but not limited to social media) while following the Southwest Airlines Expectations. Customer Service Representatives must efficiently and properly resolve Customer concerns and promote the Southwest Airlines product by providing information, booking reservations, selling tickets and performing related tasks. Customer Service Representatives must possess effective problem solving skills, must consistently provide excellent Customer Service, and must be willing and able to contribute to the development of their own skills as well as a growing Team environment.
• Responsibilities
  • Responsible for providing Legendary Customer Service to people desiring to travel by determining and recommending the service that meets the Customers’ needs
  • Communicates with Customers by telephone, or through electronic channels, to furnish information regarding fares, schedules, routings, flights and availability of space for travel on Southwest Airlines
  • Provides support for Customers navigating on southwest.com and Travel Agencies
  • Finalizes sales of Southwest Airlines flights, sells ancillary products, confirms reservations, and provides information regarding ticket purchase and other special services
  • Answers Customer inquiries regarding flight arrivals, delays, cancellations, flight irregularities, facilities, and other general information
  • May be assigned a Service Desk classification performing Customer resolutions or communicating to Customers through enhanced communications
  • Resolves general Customer Service concerns through effective Customer Service techniques
  • Works in a highly organized, restrictive environment requiring extended periods of time at a fixed work position answering telephone calls within established guidelines, procedures, and performance standards
  • Utilizes computerized reservations system including a computerized video display terminal and keyboard on a constant basis to book reservations and retrieve information on flights and schedules
  • Operates and is proficient with PC equipment utilizing current specified software packages and other programs and functions
  • Attends initial and ongoing training (classroom, online, and/or on -the-job), and keeps current and proficient on knowledge, information, and equipment that is pertinent to the job
  • Performs other duties as may be assigned relative to the operation of a Customer Support and Service Center. Duties vary by size and organization of the Center
  • Demonstrates respect, sensitivity, and concern for Customers’ needs with a professional and pleasant attitude
  • Use excellent judgment and strong decision-making skills to resolve common Customer issues
  • Meet and follow appropriate company attire while at work
  • Must be able to meet any physical ability requirements listed on this description
  • May perform other job duties as directed by Employee’s Leaders
• Knowledge, Skills and Abilities
  • Ability to work well with others as part of a Team, excellent verbal communication, written skills, and interpersonal skills. Must possess excellent telephone manner, well-modulated voice, and capability to work under stressful situations
  • Capacity to read and comprehend a variety of documents, follow instructions, learn and understand airline and ticketing procedures, rules, and regulations
  • Ability to balance Customer demands with the needs of the business and effectively resolve Customer issues with a sympathetic attitude
  • Ability to adapt to change and have the ability to comprehend and keep abreast of information pertinent to the job such as special promotions, new procedures, etc.
  • Ability to demonstrate good listening, written, and verbal communication skills
  • Possess strong decision-making skills to sufficiently handle and resolve routine Customer inquiries
  • Ability to be self-disciplined and self-managed to meet deadlines, multi-task, and work as a Teamplayer with little supervision
  • Must have good organizational skills with a keen eye for accuracy and attention to detail
  • Demonstrated ability to prioritize work to accomplish assignments
  • Ability to send and receive e-mail correspondence
  • Ability to initiate searches for miscellaneous travel-related information on the Internet
  • Ability to work independently and in a team environment
  • Must be articulate problem solvers who can handle a wide range of situations and personalities
  • Must be able to perform computations necessary for fare calculations
  • Must demonstrate and maintain an extremely high regard for sensitive information
  • Ability to learn a variety of software and procedural information as well as the various computer systems supported
  • Ability to operate and is proficient with PC equipment utilizing current specified software packages and other programs and functions
  • Ability to be on camera while collaborating with team members during shifts hours
  • Must be able to successfully complete initial and ongoing training (classroom, online, and/or on-the-job) and keeps current and proficient on knowledge, information, and equipment that is pertinent to the job
  • Ability to work well with others as part of a Team, excellent verbal communication and interpersonal skills and capability to work under stressful situations
  • Must be able to work in a performance-based environment where productivity is measured
  • Must work under tight time constraints to accomplish efficient sale and booking of reservations, and properly resolving Customer concerns
  • Ability to work rotating shift work
  • Ability to work overtime for extended periods during peak workloads and adhere to schedule including lunch and break times
  • Must be able to comply with Departmental attendance standards as described in labor agreements and/or established guidelines
  • Demonstrated capacities to read documents, follow instructions, learn and understand Southwest policies, ticketing procedures, rules and regulations
  • Must have ability to comprehend and keep abreast of information pertinent to the job such as special promotions, new procedures
  • Flexible and able to work at any time, including nights, weekends and holidays
  • Must be able to use resources including but not limited to online tools to troubleshoot issues both Customer oriented and technical
  • Ability to create balanced win/win solutions both from a Customer and Company perspective to deliver the best Customer experience
  • Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
  • Ability to maintain Department productivity and quality goals while balancing special tasks and/or other responsibilities

• Education
  • Required: High School Diploma or GED
  • Preferred: Bachelor’s degree
• Experience
  • Required: 1-2 years of Customer Service experience
  • Required: Strong proficiency for performing multiple software functions
• Licensing/Certification
  • N/A
• Physical Abilities
  • Ability to type and/or use computer keyboard with sufficient speed and accuracy to perform the duties of the job
  • Must be able to sit for long periods of time and ability to wear headset
• Other Qualifications
  • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
  • Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
  • Must be at least 18 years of age
  • Must be able to comply with Company attendance standards as described in established guidelines
  • Must be fluent in English
  • Must be flexible regarding work hours, as operation is 24-hour, 7 days a week, with possibility of overtime for extended periods during peak workloads and adhere to schedule including lunch and break times
  • Foreign language skills are desirable, but not required
  • Highly motivated self-starter with the ability to multi-task

*Pay amount does not guarantee employment for any particular period of time. 
**401(k) match contributions are subject to the plan’s vesting schedule and applicable 
IRS limits 
***ProfitSharing contributions are subject to plan’s vesting schedule and are made at the discretion of the company

Pay Rate:

$17.94