Airline Customer Care Specialist

Southwest Airlines; Denver (CO); On-site; USD 27,552 - 41,328; Full time

Job summary

Southwest Airlines in Denver seeks a Senior Software Engineer with a strong customer service orientation and experience in operations support. You will interact with travelers and clients, ensuring smooth processes across check-in, reservations, and related services.

The role involves working with automated systems, handling communications with guests, and maintaining professional standards under busy travel conditions. A bachelor’s degree is required for this position.

Qualifications

• Typing speed and ability to operate a computer keyboard.
• Ability to read documents, follow instructions, learn and understand tagging techniques, rules, and guidelines.
• Ability to cooperate with others as part of a team and meet people under pressure.
• Complete Customer Service Specialist training program with at least 80% average and a probation period.
• Awareness of safety hazards and ability to handle crises as needed.
• Work under tight deadlines to achieve rapid aircraft turns.
• Maintain a well-groomed appearance per Ground Tasks Handbook and Work Schedule.
• Possess capacity to perform all job duties in a confined space.
• Explain information verbally by phone, in person, and on public location systems.
• Strong written and oral communication skills.
• Ability to convey information and instructions verbally or through radio equipment.

Responsibilities

• Provide cordial support to clients and maintain positive associations with travelers and clients.
• Assist travelers, freight clients, or service users by addressing their needs.
• Handle check-in, staff management, reservations, and related issues via automated systems.
• Process transactions, issue receipts, and balance daily exchanges, handling payments.
• Answer calls to provide information, page clients, and resolve issues or complaints.
• Assist in loading aircraft efficiently and on time.
• Manage misrouted customers due to oversells, delays, or lost baggage with resolution per policy.
• Provide current flight schedules, bookings, and appearance/departure data to clients and guests.
• Complete forms and reports as required by the organization.
• Produce anomaly and complaint reports as necessary.
• Duties may vary by station size and organization; meet any physical requirements listed.
• Perform other tasks as assigned by Supervisors.

Skills

Typing speed

Follow instructions

Teamwork

Customer service training

Crisis management

Time management

Professional appearance

Adaptability

Verbal communication

Written and oral communication

Radio communication

Education

Bachelor Degree

Job description

Southwest Airlines in Denver seeks a Senior Software Engineer with a strong customer service orientation and experience in operations support. You will interact with travelers and clients, ensuring smooth processes across check-in, reservations, and related services.

The role involves working with automated systems, handling communications with guests, and maintaining professional standards under busy travel conditions. A bachelor’s degree is required for this position.