About the position

The Customer Service Agent position at Southwest Airlines is a vital role within the Ground Operations department. This position is responsible for providing legendary customer service to travelers, handling ticketing and check-in processes, and ensuring a positive experience for all customers. Agents will work at the ticket counter, baggage service office, and gate area, often being the first point of contact for customers. The role requires multitasking in a dynamic environment and includes responsibilities such as greeting customers, managing transactions, and resolving issues related to travel. The position is part of a Collective Bargaining Agreement, which means shifts are assigned based on seniority and may include early mornings, late evenings, weekends, and holidays.

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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• Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets
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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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• 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, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
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• Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings
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• Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan - when Southwest profits, you profit
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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