Customer Contract Service Lead - PWM

Southwest Airlines Co.; Portland (ME); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Fly for free for you and dependents on

401(k) company match up to 10%

Profit-sharing contributions

Health insurance for you and dependets

Health plan options from day 1

Job summary

Southwest Airlines is seeking a Customer Contract Service Lead within Ground Operations to support positive customer relations and ensure smooth operations at partner locations. The role emphasizes strong communication, teamwork, and adherence to customer service standards.

The position requires U.S. citizenship or work authorization, ability to obtain a SIDA badge, and physical capability for airport operations. A union-based role includes shift work and seniority-based scheduling.

Qualifications

• Excellent written and verbal communication skills required.
• Proficient keyboarding and basic computer skills.
• Ability to read and follow procedures and ticketing rules.
• Team player with the ability to work under pressure.
• Must complete Customer Service Agent training with 80%+ and pass eval.
• Ability to quickly adapt to high-turnover airport environment.
• Able to perform duties in confined spaces and maintain safety.
• Strong verbal and radio communication abilities.

Responsibilities

• Provide friendly service and maintain positive relationships with customers.
• Support Ground Operations and uphold customer service standards.
• Handle customer complaints and special arrangements as needed.
• Duties may include responsibilities of a Customer Service Agent.
• Oversee operational performance and liaison with airport/vendors.
• Represent Southwest in meetings with airport, vendor, and partners.

Skills

Written and oral communication

Typing speed

Reading documents

Teamwork

Customer Service training completion

Time management

Space constraints work

Verbal communication via phone/radio

Job description

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.

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 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 (or applicable age)
• Must be able to comply with Company attendance standards as described in established guidelines
• 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

$20.22

Southwest Airlines is an Equal Opportunity Employer.

Job Posting End Date

09/25/2026