Guest Experience Agent — Gate, Check-In & Baggage

Southwest Airlines Co.; New York (NY); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Fly for free for you and eligible 1:1/

401(k) Company match up to 10%

Profit-sharing when Southwest profits

Health insurance

Health plan from day one

Job summary

Southwest Airlines Co. is seeking a Customer Service Agent to greet customers at the ticket counter, gate area, and baggage service office.

You will help check in travelers, answer questions, and assist during delays or disruptions, contributing to a positive start to every trip. Accurate fare and schedule information, teamwork, and a helpful attitude are essential as you support customers through mobility, luggage handling, and airport procedures.

Qualifications

• Ability to type and use a computer keyboard with sufficient speed.
• 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.
• Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average.

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.
• Checks in baggage and Cargo. Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed.
• Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage.
• 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

Skills

Typing speed

Customer service

Teamwork

Ability under pressure

Multitasking

Computer literacy

Tools

POS system

Ticketing software

Job description

Southwest Airlines Co. is seeking a Customer Service Agent to greet customers at the ticket counter, gate area, and baggage service office.

You will help check in travelers, answer questions, and assist during delays or disruptions, contributing to a positive start to every trip. Accurate fare and schedule information, teamwork, and a helpful attitude are essential as you support customers through mobility, luggage handling, and airport procedures.