Southwest Airlines Customer Service Career

Southwest Airlines Co.; Springfield (IL); On-site; USD 28,000 - 41,000; Full time

Job summary

Southwest Airlines is looking for a Customer Service Agent in Springfield to assist customers at the ticket counter, the departure area, and the administration office. You will handle transactions, resolve issues, and ensure a friendly travel experience for clients and passengers.

The role emphasizes strong communication, teamwork, and the ability to work under pressure, while providing accurate information and completing administrative tasks as needed.

Qualifications

• Bachelor degree required.
• Experience in customer service at ticket counter or similar setting.
• Strong communication and interpersonal skills.
• Ability to handle high-pressure environment and resolve issues.

Responsibilities

• Assist customers at the ticket counter, office, and departure area.
• Handle transactions and boarding-related tasks with accuracy.
• Resolve customer issues and provide travel information.
• Process payments including cash, cards, and vouchers.
• Balance daily exchanges and ensure compliance with policies.
• Assist with reservations, ticketing, and baggage-related concerns.
• Communicate clearly via phone, in person, and radio equipment.

Skills

Customer service

Communication skills

Teamwork

Problem solving

Education

Bachelor Degree

Tools

Ticketing procedures

PC console typing

Job description

Job Title

Customer Service Agent

Company

Southwest Airlines

Location

Springfield, USA

Salary

$20-30 per hour

Education Requirement

Bachelor Degree

Job Overview

Our Client support Specialists provide assistance to Southwest's clients at the ticket counter, the administration office, and the departure area. The role involves interacting with customers, handling transactions, resolving issues, and performing administrative tasks to ensure a friendly and efficient travel experience.

Responsibilities

• Offers cordial assistance and maintains positive relationships with all internal and external clients.
• Works in a helpful capacity to guarantee the outcome of our organization.
• Provides outstanding customer support to individuals traveling, shipping cargo, or using administrative services by addressing their requirements.
• Handles ticketing and registration tasks, including boarding, inventory, reservations, and grievance resolution.
• Extends a courteous greeting and delivers services to clients; processes cash, checks, MasterCards, travel vouchers, and coupons for tickets.
• Calculates charges, makes change, and balances daily exchanges; is accountable for overages or deficiencies.
• Searches for items and freight, answers calls to provide information to guests, pages clients, resolves complaints, and assists on a case‑by‑case basis.
• Manages exchanges to ensure aircraft loading is efficient and orderly.
• Handles customer complaints related to oversells, canceled or delayed flights, lost, damaged, or delayed baggage and resolves them quickly according to company policy.
• Provides accurate travel, schedule, reservation, and flight status information and responds to general requests from clients and passengers.
• Completes tasks and reports as expected by the organization.
• Prepares incident and protest reports as required.
• Work responsibilities may vary depending on the size and location of the station.
• Meets any capacity requirements specified in the job posting.
• Performs additional tasks as assigned by supervisors.

Information, Abilities and Capacities

• Capacity to type or operate a PC console with adequate speed to meet job needs.
• Ability to follow instructions, read documents, and learn ticketing procedures, rules, and guidelines.
• Capacity to cooperate with others as part of a team, interact with a diverse customer base, and work in a high‑pressure environment.
• Ability to deliver customer service at 80% or higher performance with a satisfactory evaluation period.
• Knowledge of risk situations and ability to handle crises as needed.
• Capacity to work under tight time constraints to achieve efficient aircraft turnaround.
• Prepared appearance and understanding of the Ground Tasks Worker Handbook and job guidelines.
• Capacity to perform tasks within a confined space.
• Ability to communicate verbally by phone, in-person, and on open‑air platforms.
• Strong written and oral communication skills.
• Ability to convey information verbally or via radio equipment.