Southwest Airlines Careers Customer Service Agent

Job Description:

• Provides legendary Customer service by handling ticketing, baggage check-in, baggage claims, reservations, information inquiries and resolving complaints and problems.


• Southwest will provide a stable work environment with equal opportunity for learning and personal growth. 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 Responsibilities:

• Provides friendly service to and maintains positive relationships with all internal and external Customers


• 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


• Writes irregularity and complaint reports as required


• Duties may vary due to the size and organization of the station


• Works in a cooperative spirit to ensure the success of our 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


• May perform other job duties as directed by Employee s Leaders


• Completes forms and reports as required by the Company


• Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs


• Must be able to meet any physical ability requirements listed on this description


• 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


• 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


• 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

Job Requirements:

• Ability to work well with others as part of a team, meet the public, and work under stressful situations


• Must be able to effectively communicate verbally by telephone, face to face and on public address systems


• Must work under tight time constraints to accomplish quick turns of aircraft


• Able to read documents, follow instructions, learn and understand ticketing procedures, rules and regulations


• 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.


• Must be fully vaccinated against COVID-19 by start date to comply with Executive Order 14042, which requires employees of federal contractors to be fully vaccinated against COVID-19


• Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job


• Must be aware of hazardous situations and be able to handle emergencies as needed


• Must be able to perform all job functions within a limited space


• Must be able to communicate information and instructions verbally or via radio equipment


• Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement


• Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period


• Must possess good written and oral skills