Customer Service Agent - SEA

Southwest Airlines Co.; Seattle (WA); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Fly for free

401(k) company match up to 9.3%

Profit-sharing potential

Health insurance from day 1

Overtime opportunities

Job summary

Southwest Airlines is seeking a Customer Service Agent to greet Customers at the ticket counter, gate area, and baggage service office, helping them check in and answer questions so travel goes smoothly.

You'll be the friendly face customers meet first, delivering legendary service, handling check-in, baggage, and cashiering tasks, and supporting travelers during delays or disruptions with care and teamwork.

Qualifications

• Ability to type and/or use a computer keyboard quickly.
• Able to read documents, follow instructions, learn ticketing procedures.
• Team player with strong customer service mindset.
• Must complete Customer Service Agent training with 80%+.
• Calm under pressure and able to handle delays and disruptions.

Responsibilities

• Provides friendly service to and maintains positive relationships with all 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 ticketing, check-in, and boarding using a computerized POS system and related tasks.
• Manages payments, issues, and reports; balances daily transactions.
• Checks in baggage and cargo; handles inquiries via phone or in person.
• Deals with mishandled Customers due to oversells, delays, or cancellations and resolves problems promptly.
• Provides current fare, schedule, and flight information; answers general inquiries.
• Completes forms/reports and writes irregularity reports as required.
• Duties may vary by station; must meet physical requirements and adapt to shifts.

Skills

Typing speed

Reading documents

Teamwork

Customer service training

Handling stressful situations

Time management

Professional appearance

Education

No education requirement

Tools

Computer POS system

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 Washington.
(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 SEA 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 of up to 9.3% 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 starting from the very 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
• Explore our benefits for paid time off/vacation, holiday, and sick leave per applicable collective bargaining agreements: https://careers.southwestair.com/washington-benefits-customer-service-agent

Job Summary

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/DayWithCSA

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 orfuture workauthorization sponsorship available.

• Learn more about becoming a Customer Service Agent and check out the FAQs: careers.southwestair.com/customer-service-agents

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
• 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/departure information and answers all general inquiries from Customers and other visitors to the airport terminal
• Completes forms and reports as required by the Company
• Writes irregularity and complaint reports as required
• Duties may vary due to the size and organization of the station
• Must be able to meet any physical ability requirements listed on this description
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job
• Able 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
• Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
• Must be aware of hazardous situations and be able to handle emergencies as needed
• Must work under tight time constraints to accomplish quick turns of aircraft
• Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
• Must be able to perform all job functions within a limited space
• Must be able to effectively communicate verbally by telephone, face to face and on public address systems
• Must possess good written and oral skills
• Must be able to communicate information and instructions verbally or via radio equipment

Education

• No education requirement

Experience

• No experience requirement