Southwest Airlines
SupervisorCustomerServiceDEN
“Supervisor Customer Service - DEN at Southwest Airlines. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. manages and supports Customer Service Agents, Operations Agents, and Skycaps. make sure work is done safely and on time”
What You'll Achieve.
maintain the station's on-time performance; Employee morale; Customer satisfaction; Meet or exceed performance goals; Achieving results against key metrics
Industry & Context.
help solve problems; Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems; Ability to apply general rules to specific problems to produce answers that make sense
Ability to perform work duties from [limited space workstation/desk/office area] for extended periods of time, Ability to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces, Ability to climb, bend, kneel, crawl, and stoop on a frequent basis and for an extended period, Ability to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions, Ability to perform assigned duties in outdoor and inclement weather conditions, May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights
What They're Looking For.
Must Have
U. S. citizenship or current authorization to work in the U. S. required, Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements, Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program, Must maintain a well-groomed appearance per Company appearance standards, Must be at least 18 years of age, Must be able to comply with Company attendance standards
What You'll Do.
manages and supports Customer Service Agents
make sure work is done safely and on time
respond to Customer questions
share important updates with the Team
keep flights on schedule and Customers happy
Actively coordinate with all Departments to maintain the station's on-time performance
and Customer satisfaction
Respond to and resolve Customer questions
Oversee day-to-day airport operations to create a safe
and legally compliant service-conscious environment
Meet or exceed performance goals through effective decisions
Assign and track Agents for training compliance
Coordinate actively with all Departments to maintain the Station's on-time performance
Report status updates to leaders and employees consistently
Drive performance processes by forecasting operational situations that may impact the operation
monitoring and achieving results against key metrics
and holding responsible parties accountable for results
review and ensure accurate delay coding
Work with staff planning to build bids that are in line with department’s hourly goals
Perform administrative duties daily
such as building of shift bids
daily work assignments
and attendance reports
monitoring staffing in all areas and verifying that overtime is used properly
Assure proper administration of labor contracts or agreements
emphasizing minimal labor disputes
May perform other job duties as directed by Employee’s Leaders
How You'll Work.
Team & Collaboration
cross-functional coordination; coordinate with all Departments; Coordinate actively with all Departments; Work with staff planning; Report status updates to leaders and employees consistently; Guide and lead team members
Communication Scope
Ability to communicate and interact with others in the English language
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