Southwest Airlines
CustomerServiceAgent
“Customer Service Agent at Southwest Airlines. Skills: Customer service, ticketing, check-in, baggage service, reservations, communication. Provides friendly service to and maintains positive relationships with all internal and external Customers. Works in a cooperative spirit to ensure the success of our Company”
Industry & Context.
resolving related complaints and problems; Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage; Resolves such problems quickly and within guidelines established by the Company
mandatory overtime is required, Must be aware of hazardous situations and be able to handle emergencies as needed, Must work under tight time constraints to accomplish quick turns of aircraft, Must be able to perform all job functions within a limited space, 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, Ability to work shift work and/or overtime
What They're Looking For.
Must Have
U. S. citizenship or current authorization to work in the U. S. required, Must be able to meet any physical ability requirements listed on this description, Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period, Must be able to perform all job functions within a limited space, Must be able to lift and/or move items up to 70 pounds on a regular basis and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfaces, Must be able to climb, bend, kneel and stand on a frequent basis and for extended periods, Must be at least 18 years of age, Must be able to comply with Company attendance standards as described in established guidelines, Must be able to obtain a SIDA badge and meet all local airport requirements
Nice to Have
Foreign language skills are desirable, but not required
What You'll Do.
Provides friendly service to and maintains positive relationships with all internal and external Customers
Works in a cooperative spirit to ensure the success of our Company
Responsible for providing legendary Customer service to people desiring to travel
use cargo or baggage service by attending to their needs
Handles any aspect of ticketing and check-in by operating a computerized point-of-sale system
reservations and resolving related complaints and problems
Responsibilities include greeting and handling Customers in a polite and friendly manner
travel vouchers and coupons as forms of payment for tickets
makes change and balances daily transactions
Is responsible for overage or shortage
Checks in baggage and Cargo
Answers telephone to provide information to callers
resolve problems or complaints and assist as needed
Handles transactions required to board the aircraft in a timely and efficient manner
Deals with mishandled Customers as a result of oversells
delayed or cancelled flights
Resolves such problems quickly and within guidelines established by the Company
Provides current and accurate fare
flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal
Completes forms and reports as required by the Company
Writes irregularity and complaint reports as required
Duties may vary due to the size and organization of the station
Must be able to meet any physical ability requirements listed on this description
May perform other job duties as directed by Employee's Leaders
How You'll Work.
Team & Collaboration
Works in a cooperative spirit to ensure the success of our Company; Ability to work well with others as part of a team
Communication Scope
effectively communicate verbally by telephone, face to face and on public address systems; good written and oral skills
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