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
The pay for this position is $18.50 per hour, with the potential for future increases based on the collective bargaining agreement wage scale. Benefits include free fly on open seats on all Southwest flights, a 9.3% 401(k) match, and the potential for annual profit-sharing contributions towards retirement. The pay amount does not guarantee employment, and 401(k) match and profit-sharing contributions are subject to the plan's vesting schedule and IRS limits
Your main responsibilities in this role include the following:
Duties and Responsibilities
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
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
Completes forms and reports as required by the company
Provides friendly service to and maintains positive relationships with all internal and external Customers
Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs
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
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
Writes irregularity and complaint reports as required
Must be able to meet any physical ability requirements listed on this description.
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
Any other duties as assigned by supervisor or Station Manager
Works in a cooperative spirit to ensure the success of our Company
Duties may vary due to size and organization of the station
May perform other job duties as directed by Employee’s Leaders.
Job Requirements
No education or experience is required.
The candidate must obtain a SIDA badge and meet local airport requirements, and may be required by Station Leadership to obtain a Customs Seal and work international flights. Physical abilities include lifting and moving items up to 70 pounds, climbing, bending, kneeling, and standing, and wearing prescribed uniforms. Other qualifications include maintaining a well-groomed appearance, being a U.S. citizen or having authorization to work in the U.S., being at least 18 years old, complying with company attendance standards, and working shift work and overtime. Foreign language skills are desirable but not required.
The job requires a computer keyboard typing speed, reading documents, understanding ticketing procedures, and working well with others. The candidate must be able to complete a Customer Service Agent training program with an 80% or greater average and an evaluation period. They must be aware of hazardous situations and handle emergencies as needed. They must work under tight time constraints to accomplish quick turns of aircraft. They must present a well-groomed appearance, perform job functions within limited space, effectively communicate verbally, and possess good written and oral skills.
Job Details
Company: Southwest Airlines
Employment Type: Full-time
Job Location: Reno, Nevada, United States
