About the position
The Operations Agent position at Southwest Airlines involves carrying out important tasks 'above the wing' in the airport, including finalizing details of the weight and balance of aircraft, providing an efficient and hospitable boarding experience for Customers, and coordinating with other workgroups to facilitate a flight's departure. Operations Agents are strong communicators who enjoy working as a part of a Team in a dynamic, safe environment. This role is part of a Collective Bargaining Agreement (CBA), and it includes working assigned shifts based on seniority, which can include 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 boarding the aircraft by coordinating Ramp, Operations, Provisioning and servicing aircraft to ensure on-time departures and quick turnarounds and to make up time on delayed flights
- Works in airport operation office, gate area, jetways and air freight facilities
- Handles Station AMS and radio communications traffic as needed
- Coordinates loading and unloading of aircraft by monitoring ramp activities
- Answers station operations' telephones
- Advises Gate Agents when boarding will begin
- Prepares dispatch release forms and collects weather reports from Ops Suite for the Crew
- Arranges for fueling of aircraft as required
- Prepares weight and balance forms
- Advises Dispatch, FLIFO and Stations of flight departures / arrivals
- Closes out flights; files and maintains accurate flight papers
- Coordinates special services needed on aircraft such as servicing lavatories, cabin grooming, wheelchairs for Customers and special emergency cleaning
- Operates boarding bridge, coordinates boarding and deplaning Customers
- Works with Gate Agents in expediting the check-in process
- Checks baggage, when necessary
- Writes and submits irregularity reports as required
- Prepares statistical reports to record information from trip papers
- Properly maintains and wears the uniform by Company regulations
- Performs special task or assignments as delegated by Supervisor or Station Management personnel
- Responsible for ground security and assuring operations follow security procedures
- May perform the duties of a Freight Agent
Requirements
- Ability to work well with others as part of a team, meet the public, and work under stressful situations
- Must be GSC qualified
- Must comply with DOT drug and alcohol testing program
- Ability to read documents, follow instructions, learn and understand ramp operations procedures, rules and regulations
- Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job
- Must successfully complete Operations Agent training program with a 90% or greater average and evaluation / probationary period
- Must be aware of hazardous situations and be able to handle emergencies as needed
- Able to work under pressure and handle many functions at once with many different offices and/or groups of people
- Must work under tight time constraints to accomplish quick turns of aircraft
- Must possess good written and oral skills
- Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
- Must be able to effectively communicate verbally by telephone, face to face and public address systems
- Must be able to be alert to moving vehicles or aircraft and use radio equipment
- Must be able to communicate information and instructions verbally or via radio equipment
Nice-to-haves
- Two years of airline/military related work experience in ramp/operations/provisioning functions
- 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)
- Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings
- Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan
- Competitive health insurance for you and your eligible dependents (including pets)
- Health plan coverage options that start from the very first day of employment
