Job Description
Customer Service Agents extend Hospitality to Southwest’s Customers at the ticket counter, baggage service office, and gate area. Customer Service Agents are often the first Southwest Employee our Customers interact with during their travel experience and set a hospitable tone for our Customers’ trip. They’re friendly, patient problem solvers who enjoy multitasking and working in a dynamic, safe environment.
Benefits and Offers
Pay Rate: $18.60
Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit.
401(k) match contributions are subject to the plan’s vesting schedule and applicable IRS limits
Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck.
ProfitSharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company
Fly for free, as a privilege, on any open seat on all Southwest flights—your eligible dependents too.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Checks in baggage and Cargo. Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed. Handles transactions required to board the aircraft in a timely and efficient manner
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
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
Deals with mishandled Customers as a result of oversales, delayed or cancelled flights, lost, delayed, or damaged luggage. Resolves such problems quickly and within guidelines established by the Company
Completes forms and reports as required by the company
Writes irregularity and complaint reports as required
Provides friendly service to and maintains positive relationships with all internal and external Customers
Responsibilities include greeting and handling Customers in a polite and friendly manner. Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets. Computes charges, makes change and balances daily transactions. Is responsible for overage or shortage
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
Any other duties as assigned by supervisor or Station Manager
Duties may vary due to size and organization of the station
Must be able to meet any physical ability requirements listed on this description.
May perform other job duties as directed by Employee’s Leaders.
Job Requirements
No education requirement
No experience requirement
Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job
Must be able to perform all job functions within a limited space
Must be able to effectively communicate verbally by telephone, face to face and on public address systems
Must possess good written and oral skills
Able 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 present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
Must be able to communicate information and instructions verbally or via radio equipment
Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
Must be aware of hazardous situations and be able to handle emergencies as needed
Must work under tight time constraints to accomplish quick turns of aircraft
Must be able to obtain a SIDA badge and meet all local airport requirements.
May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights
Must be able to lift and/or move items up to 70 pounds on a regular basis and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfaces.
Must be able to climb, bend, kneel and stand on a frequent basis and for extended periods.
Must maintain the ability to wear prescribed uniforms.
Foreign language skills are desirable, but not required.
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
Must be able to comply with Company attendance standards as described in established guidelines.
Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
Must be at least 18 years of age.
Ability to work shift work and/or overtime.
Other Qualifications
Job Details
Company: Southwest Airlines
Employment Type: Full-time
Job Location: Kalaoa, Hawaii, United States
