Customer Service Agent

$39,645 - $39,645/Yr

Southwest Airlines - Dulles, VA

Full-time

Dulles, VA

1,001-5,000 employees

Air Transportation

About the position

The Customer Service Agent at Southwest Airlines plays a crucial role in providing friendly and reliable service to customers at the airport. This position involves interacting with customers at various points of their travel experience, including ticketing, baggage service, and boarding. The agent is responsible for ensuring a positive travel experience by addressing customer needs, resolving issues, and maintaining a hospitable environment. The role requires multitasking in a dynamic setting and is part of a collective bargaining agreement, with shifts assigned based on seniority.

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 the 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.
• Greets and handles 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.
• 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.
• Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage.
• Resolves problems quickly and within guidelines established by the Company.
• 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.

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.

Nice-to-haves

• Foreign language skills are desirable, but not required.

Benefits

• 401(k) matching
• Health insurance
• Fly for free on any open seat on all Southwest flights for employees and eligible dependents.
• Company contributions up to 9.3% of eligible earnings for retirement savings plan.
• Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan.