Customer Contract Service Lead - PWM

swa; Portland (ME); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Free flights

401(k) match

Profit sharing

Health insurance

Job summary

Southwest Airlines is seeking a Ground Operations Customer Service Lead in a union-based role based in Maine. The position emphasizes friendly service, strong communication, and teamwork in a fast-paced environment at the airport. You will be part of a team responsible for customer relations, ticketing liaison, and operational oversight.

U.S. citizenship or authorization to work is required and sponsorship is not available.

Qualifications

• Excellent written and verbal communication.
• Able to work well in a team.
• Experience with ticketing procedures and systems.
• Strong ability to manage customer interactions calmly.
• Ability to meet training and evaluation standards.

Responsibilities

• Provides friendly service to internal and external Customers.
• Maintains positive relationships with customers.
• Ensures Customer Service standards are met or exceeded.
• Performs duties of a Customer Service Agent including shift responsibilities.
• Oversees operational performance as needed.
• Liaises with vendors and airport staff.
• Handles Customer complaints and Lost & Found.
• Meets physical requirements listed in the description.

Skills

Communication

Teamwork

Typing

Ticketing knowledge

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: Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Maine.***

Pay & Benefits

Pay of $20.22 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 dollar for-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

All of Southwest's People come together to deliver on our Purpose; Connecting People to what's important in their lives through friendly, reliable, and low-cost air travel. Our Customer Contract Service Leads deliver on that Purpose by supporting Ground Operations and maintaining positive relationships with all internal and external Customers. In addition, they'll serve as a liaison for company operations in locations that utilize a vendor for Customer Service, Ramp, Operations, or Cargo duties. Customer Contract Service Leads are effective communicators and enjoy working as part of a Team in a dynamic environment.

Additional Details

A union-based role that includes working assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays.

U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

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
• Ensures Company Customer Service standards are maintained or exceeded
• Duties may include, but are not limited to the duties of a Customer Service Agent
• Additional duties include: Oversight of operational performance
• Represents Southwest Airlines in meetings with the Airport, Vendor, Partner and business meetings
• Liaison for Southwest Airlines between the vendor handling any aspect of ticketing, enplaning/deplaning activities, customer relations, passenger security, internal security, load planning, weight/balance, and baggage handling procedures.
• Responsible for handling Customer complaints, Lost and Found, and any special Customer arrangements
• Must be able to meet any physical ability requirements listed in this description
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Skilled in written and oral communication
• Ability to type and/or use a computer keyboard with sufficient speed to meet the demands of the job
• Ability 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
• Ability to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
• Ability to work under tight time constraints to accomplish quick turns of aircraft
• Ability to perform all job functions within a limited space
• Ability to effectively communicate verbally by telephone, face to face, and on public address systems
• Ability to communicate information and instructions verbally or via radio equipment

Education

N/A

Experience

N/A

Licensing/Certification

Must be able to obtain a SIDA badge and meet all local airport requirements

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 5