Supervisor Customer Service - CLT

swa; Charlotte (NC); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Flight benefits

401(k) with company match

Profit sharing

Health insurance

Career development

Job summary

Southwest Airlines is seeking a Supervisor Customer Service in Charlotte, NC to lead a team of Customer Service Agents, Operations Agents, and Skycaps. You will ensure safe, on-time service, solve issues, and communicate updates to the team daily.

The role requires guiding shifts based on seniority, managing scheduling, training, and performance reporting while maintaining a high standard of customer care and operational excellence.

Qualifications

• Must be a U.S. citizen or authorized to work in the U.S.
• Experience leading customer service teams preferred.

Responsibilities

• 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 compliant service-conscious environment; meet or exceed performance goals; assign and track training.
• Coordinate with all departments to maintain the station's on-time performance; report status updates to leaders and employees.
• Drive performance by forecasting operational situations and monitoring key metrics; hold responsible parties accountable for results.
• Work with staff planning to build bids in line with department hourly goals.
• Perform administrative duties daily: shift bids, payroll, attendance reports; monitor overtime.
• Assure proper administration of labor contracts or agreements.

Skills

Team leadership

Customer service

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 North Carolina or South Carolina.
• (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 Supervisor Customer Service position at CLT within the last 12 months.

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.

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**
• 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

Job Summary

Want to lead a Team that helps Customers every day? A Supervisor Customer Service at Southwest Airlines manages and supports Customer Service Agents, Operations Agents, and Skycaps. They make sure work is done safely and on time, help solve problems, and respond to Customer questions. Supervisors also monitor scheduling, training, and daily reports. They share important updates with the Team. They work with other Airport Operations Teams to keep flights on schedule and Customers happy. This role is perfect for someone who enjoys leading People and helping Southwest deliver safe, friendly, and on-time service each day.

See what a day as a Supervisor Customer Service looks like: swa.is/AirportOpsSupervisors

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 characteristics.

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

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 agreem