Supervisor Customer Service - BNA

swa; Nashville (TN); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Fly for free

401(k) company match up to 9.3%

Short Term Incentive (STI)

Health insurance

Profit sharing potential

Job summary

Southwest Airlines in Nashville is seeking a Supervisor Customer Service to coordinate with multiple departments to maintain station on-time performance and customer satisfaction. You will respond to questions, resolve issues, and oversee day-to-day airport operations ensuring safety, compliance, and service-minded delivery. The role requires active leadership, ability to assign agents, manage shifts and payroll, with overtime and shift premiums.

U.S. work authorization is required.

Qualifications

• U.S. citizenship or current authorization to work in the U.S. required.

Responsibilities

• Actively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction
• Respond to and resolve Customer questions, requests, or complaints
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment, Meet or exceed performance goals through effective decisions, Assign and track Agents for training compliance
• Coordinate actively with all Departments to maintain the Station's on-time performance. Report status updates to leaders and employees consistently
• Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results, review and ensure accurate delay coding
• Work with staff planning to build bids that are in line with department's hourly goals.
• Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
• May perform other job duties as directed by Employee's Leaders
• Model the Southwest Way Guide and lead team members using SWA talent management practices to coach, develop, and engage employees
• Adhere to Company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environment
• Invest in leadership and self-growth through participating in continuous learning and development

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.

Pay & Benefits

• Pay of $36.00 to $37.50 per hour*, depending on qualifications and experience. Opportunities for overtime and shift premiums. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.
• 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**
• 3% Short Term Incentive (STI) bonus to be paid on the base salary in alignment with company performance.
• 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 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

Additional details

The Supervisor Customer Service works assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays.

U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

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

• Actively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction
• Respond to and resolve Customer questions, requests, or complaints
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment, Meet or exceed performance goals through effective decisions, Assign and track Agents for training compliance
• Coordinate actively with all Departments to maintain the Station's on-time performance. Report status updates to leaders and employees consistently
• Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results, review and ensure accurate delay coding
• Work with staff planning to build bids that are in line with department's hourly goals.
• Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
• May perform other job duties as directed by Employee's Leaders
• Model the Southwest Way Guide and lead team members using SWA talent management practices to coach, develop, and engage employees
• Adhere to Company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environment
• Invest in leadership and self-growth through participating in continuous learning and development

Knowledge, Sk