Customer Service Agent - TUL (Part-Time)

Part-time - Entry Level

Tulsa, OK

Air Transportation

About the position

The Customer Service Agent at Southwest Airlines is responsible for providing legendary customer service to travelers, handling ticketing and check-in processes, and maintaining positive relationships with customers. This role involves multitasking in a dynamic environment, often being the first point of contact for customers. The position is part-time, requiring approximately 32 hours over 5 days, with shifts determined by a seniority-based bidding process. New hires will undergo 4-6 weeks of training, which includes both classroom and on-the-job training. The role requires flexibility in working hours, including early mornings, late evenings, weekends, and holidays.

Responsibilities

• Provides friendly service to and maintains positive relationships with all internal and external Customers
• 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
• 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
• Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets
• Checks in baggage and Cargo
• Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed
• Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage
• 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
• Completes forms and reports as required by the Company
• Writes irregularity and complaint reports as required
• May perform other job duties as directed by Employee's Leaders

Requirements

• Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job
• 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 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 present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
• 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
• Must be able to communicate information and instructions verbally or via radio equipment

Nice-to-haves

• Foreign language skills are desirable, but not required

Benefits

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck
• Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit