Southwest Airlines
SupervisorCustomerService-MDW
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Supervisor Customer Service - MDW at Southwest Airlines. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, Customer Service, Airlines Operation Management. 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, U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available, Must be at least 18 years of age, Must be able to comply with Company attendance standards as described in established guidelines
What They're Looking For.
Must Have
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 as described in established guidelines, Must be a U.S. citizen or have the 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
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
work with other Airport Operations Teams to 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; work with other Airport Operations Teams
Communication Scope
communicate and interact with others in the English language
Full Job Description
**Department:** Ground Operations **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:** ***** For external applicants only: (1.) Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Illinois or Indiana. (2.) Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or inperson and not selected for the Supervisor Customer Service position at MDW within the last 12 months.***** Pay & Benefits Pay of $36.00 to $37.50 per hour*, depending on qualifications and experience. Opportunities for overtime and shift premiums. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company. Benefits you’ll love: * Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too) * Southwest will help fund your Retirement Savings Plan, which includes a dollarfor-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings** * Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit*** * Competitive health insurance for you and your eligible dependents * Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment. * Explore more benefits you’ll love: Want to lead a Team that helps Customers eve
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