Customer Service Agent - MCI

swa; Kansas City (MO); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Flight benefits for you and eligible/​

401(k) with company match up to 10%

Profit-sharing potential

Competitive health insurance

Job summary

Southwest Airlines is seeking a Customer Service Agent in Kansas City to welcome customers at the ticket counter, gate, and baggage service office, ensuring smooth travel experiences. You’ll help check in passengers, answer questions, and support changes with a patient, friendly attitude.

This fast-paced role emphasizes teamwork and customer care across shifts. Join a union-backed environment with opportunities for overtime and growth under the IAM agreement, and enjoy benefits including airline

Qualifications

• Residency in Missouri or Kansas for consideration.
• Legal right to work in the United States.
• Willingness to work varied shifts under a collective bargaining agreement.

Responsibilities

• Greet and assist Customers at the ticket counter, gate, and baggage service areas.
• Answer questions, check in passengers, and support travel arrangements.
• Handle ticketing, boarding, baggage, and related inquiries efficiently.
• Provide friendly service, resolve issues, and maintain calm during disruptions.
• Assist with cash handling and daily transaction balancing as part of the role.

Skills

Customer service

Teamwork

Communication

Patience

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:
(1.) Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Missouri or Kansas.
(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 MCI within the last 12 months.***

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

Position Overview

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/DayWith CS A

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

Equal Opportunity Statement

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 characteristi cs .

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/depar