Customer Service Supervisor - Airport Operations Leader

Southwest Airlines; Idaho; Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

Fly free flights

401(k) match

Profit sharing

Benefits

Job summary

Southwest Airlines in Boise, Idaho is seeking a Customer Service Supervisor to lead and train Customer Service Agents, Operations Agents, and Skycaps at our station, ensuring that ground operations assignments are completed safely and efficiently.

The role requires leadership, strong communication, and adherence to safety and DOT regulations; shifts may include mornings and weekends. Company benefits include flight privileges and retirement contributions.

Qualifications

• Education: Graduation required.
• Experience: Knowledge of operational management of airlines and customer service.
• Knowledge, Ability, and Skills: Provide personal services and evaluate customer needs and satisfaction.
• Understand applicable collective bargaining agreements.
• Apply commercial and management principles involved in strategic planning and resource allocation.
• Know administrative procedures and systems (text processing, file management, stenography, etc.).
• Use logic and reasoning to identify strengths and weaknesses of alternative solutions.
• Switch between multiple activities or information sources efficiently.
• Apply general rules to solve specific problems.
• Recognize and address performance and safety issues promptly.
• Maintain equipment availability for operations.
• License / Certification: Obtain a Badge AIDS (Safe Identification Display Area) and meet all local airport requirements.
• Obtain a GSC (Basic Security Coordinator) and comply with drug testing and alcohol DOT program.
• Support customs seal and meet requirements for international flights if requested.
• Physical Skills: Work at a workstation or office area with limited space for prolonged periods.
• Communicate and interact in English to meet work needs.
• Use computers and office productivity tools with speed and precision.
• Carry out physical activities such as lifting (50lb), standing, sitting, pushing, crouching, climbing, kneeling, reaching, and writing.
• Handle noise, vibrations, or sensory conditions.
• Perform duties in inclement weather and outdoors.
• Other Qualifiers: Maintain a well‑groomed appearance per company standards.
• U.S. citizenship or authorized work status required.
• Minimum age 18 years old.
• Meet corporate participation standards and guidelines.

Responsibilities

• Actively coordinate with all departments to maintain on‑time station performance, employee morale, and customer satisfaction.
• Respond to and resolve customer questions, requests, and complaints.
• Oversee day‑to‑day airport operations to create a service‑minded environment that is safe, secure, and compliant with the law.
• Meet or exceed performance goals through effective decision‑making.
• Assign and monitor training compliance for agents.
• Inform leaders and employees of state updates in a coherent manner.
• Monitor performance processes, providing operational insights that affect operations and ensuring accurate metric reporting.
• Draft and manage staff work schedules, daily wage reports, and verify correct use of overtime.
• Ensure correct administration of contracts or work agreements and minimize employment disputes.
• Carry out any additional work tasks as directed by leadership.

Skills

Customer service management

Leadership

Communication

Staff training

Operations coordination

Education

High school diploma

Job description

Southwest Airlines in Boise, Idaho is seeking a Customer Service Supervisor to lead and train Customer Service Agents, Operations Agents, and Skycaps at our station, ensuring that ground operations assignments are completed safely and efficiently.

The role requires leadership, strong communication, and adherence to safety and DOT regulations; shifts may include mornings and weekends. Company benefits include flight privileges and retirement contributions.