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 California.
(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 Customer Service Agent position at SBA within the last 12 months.***

Pay & Benefits:

Pay of $20.65 per hour*, with the opportunity for future increase per applicable collective bargaining agreement wage scale based on time in position. 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)
Southwest will help fund your Retirement Savings Plan, which includes a dollarfor-dollar 401(k) Company match contribution up to 10% 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 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: https://careers.southwestair.com/benefits

Want to be the friendly face that welcomes Customers to Southwest? As a Customer Service Agent at Southwest, you’ll work at the ticket counter, gate area, and baggage service office to help Customers check in, answer questions, and make sure their travel goes smoothly. You’ll be one of the first Southwest Employees our Customers meet, and you’ll help set the tone for a great trip. You’ll also be there to support Customers when travel plans change, offering help and care during delays or disruptions. In this fast-moving role, your friendly attitude, teamwork, and patience make a big difference every day. See what a day as a Customer Service Agent looks like: swa.is/DayWithCSA

Additional details

This role is part of a Collective Bargaining Agreement (CBA), which means pay, schedules, and other job details are set through an agreement with the International Association of Machinists and Aerospace Workers (IAM) labor union.
Work schedules are based on seniority and may include early mornings, late nights, weekends, and holidays. There may be times when mandatory overtime is required to support flight operations, but there are also opportunities to trade shifts and find a schedule that works for you.
U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.
Learn more about becoming a Customer Service Agent and check out the FAQs: careers.southwestair.com/customer-service-agents

We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

Responsibilities

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, boarding, baggage service, reservations and resolving related complaints and problems
Responsibilities include greeting and handling Customers in a polite and friendly manner. Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets. Computes charges, makes change and balances daily transactions. Is responsible for overage or shortage
Checks in baggage and Cargo. Answers telephone to provide information to callers, page customers, 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, lost, delayed, or damaged luggage. Resolves such problems quickly and within guidelines established by the Company
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
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

Knowledge, Skills and Abilities

Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job
Able to read documents, follow instructions, learn and understand ticketing procedures, rules and regulations
Ability to work well with others as part of a team, meet the public, and work under stressful situations
Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
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 present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
Must be able to perform all job functions within a limited space
Must be able to effectively communicate verbally by telephone, face to face and on public address systems
Must possess good written and oral skills
Must be able to communicate information and instructions verbally or via radio equipment

Education

No education requirement

Experience

No experience requirement

Licensing/Certification

Must be able to obtain a SIDA badge and meet all local airport requirements
May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights

Physical Abilities

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 maintain the ability to wear prescribed uniforms

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
Ability to work shift work and/or overtime
Foreign language skills are desirable, but not required

*The pay amount doesn’t guarantee employment for any particular period. **401(k) Company match contributions are subject to the plan’s vesting schedule. Match contributions may vary based on the position.

***Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company.

Pay Rate:

$20.65

Southwest Airlines is an Equal Opportunity Employer.
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Customer Service Agent - SBA

Key skills

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