Supervisor Customer Service - DAL

Southwest Airlines

Dallas (TX)

On-site

USD 50,000 - 52,000

Full time

14 hours ago

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Benefits offered by this job

Free flights

401(k) match

STI bonus

Profit sharing

Health insurance

First-day health coverage

Job summary

Southwest Airlines is seeking a Supervisor Customer Service to lead a team of Customer Service Agents, Operations Agents, and Skycaps at the DAL area. You will ensure safety, timeliness, and quality in daily operations while solving problems and communicating updates to the team.

The role focuses on workforce scheduling, training, and performance reporting, with shifts based on seniority. Candidates must be U.S. citizens or eligible to work in the U.S.; relocation not required.

Qualifications

Knowledge of principles and processes for providing Customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Knowledge of applicable Collective Bargaining Agreements and their applications
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources

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
Coordinate actively with all Departments to maintain the Station's on-time performance. Report status updates to leaders and employees consistently

Skills

Airlines Operation Management

Customer Service

Job description

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.

Department

Ground Operations

Our Company Promise

Job Description

For external applicants only:
Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Texas.
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 DAL 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.

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 orfuture workauthorization sponsorship available.

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 agreements, emphasizing minimal labor disputes
May perform other job duties as directed by Employee’s Leaders

Knowledge, Skills, And Abilities

Knowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction
Knowledge of applicable Collective Bargaining Agreements and their applications
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology
Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
Ability to apply general rules to specific problems to produce answers that make sense
Ability to recognize and address performance and safety concerns in a timely manner
Ability to ensure all equipment is maintained and available for the operation

Education

Experience

Fully functioning, broad knowledge in:

Airlines Operation Management
Customer Service

Licensing/Certification

Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements
Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program
May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights

Physical Abilities

Ability to perform work duties from [limited space workstation/desk/office area] for extended periods of time
Ability to communicate and interact with others in the English language to meet the demands of the job
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Ability to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces.
Ability to climb, bend, kneel, crawl, and stoop on a frequent basis and for an extended period
Ability to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions.
Ability to perform assigned duties in outdoor and inclement weather conditions

Other Qualifications

Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines
Pay amount doesn’t guarantee employment for any particular period.
401(k) Company match contributions are subject to the plan’s vesting schedule. Match contributions may vary based on the position.
Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company.

Southwest Airlines is an Equal Opportunity Employer.

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Job Posting End Date

08/25/2026

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