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The Customer Service Agent position at Southwest Airlines is a vital role within the Ground Operations department. This position is responsible for providing legendary customer service to travelers, handling ticketing and check‐in processes, and ensuring a positive experience for all customers. Agents work at the ticket counter, baggage service office, and gate area, often being the first point of contact. The role requires multitasking in a dynamic environment and includes responsibilities such as greeting customers, managing transactions, and resolving travel-related issues. It is part of a Collective Bargaining Agreement with shifts assigned based on seniority and may include early mornings, late evenings, weekends, and holidays.
Key Responsibilities
Provides friendly service and maintains positive relationships with all internal and external customers
Works in a cooperative spirit to ensure the success of the Company
Provides legendary customer service to people desiring to travel or use cargo/baggage services by attending to their needs
Handles ticketing and check‐in by operating a computerized point‐of‐sale system, managing boarding, baggage service, reservations, and resolving related complaints
Processes cash, checks, credit cards, travel vouchers, and coupons as forms of payment for tickets
Checks in baggage and cargo
Answers telephones to provide information, page customers, resolve issues or complaints, and assist as needed
Manages mishandled situations due to oversells, delayed or cancelled flights, or issues with luggage
Provides accurate fare, schedule, reservations, and flight arrival/departure information while addressing general inquiries
Completes forms and reports as required by the Company
Writes irregularity and complaint reports
May perform other duties as directed by leadership
Required Qualifications
Ability to type and use a computer keyboard with sufficient speed
Able to read documents, follow instructions, and learn ticketing procedures, rules, and regulations
Proven ability to work well with others as part of a team and handle stressful situations
Must satisfactorily complete the Customer Service Agent training program with an 80% or greater average and evaluation period
Awareness of hazardous situations and the ability to handle emergencies as needed
Ability to work under tight time constraints to accomplish quick aircraft turnarounds
Must present a well‐groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
Capability to perform all job functions within a limited space
Effective verbal communication via telephone, face‐to‐face, and public address systems
Strong written and oral communication skills
Ability to convey information and instructions verbally or via radio equipment
Preferred Qualifications
Foreign language skills are desirable, but not required
Benefits & Perks
Fly for free, as a privilege, on any open seat on all Southwest flights (including eligible dependents)
Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of eligible earnings
Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan – when Southwest profits, you profit
Competitive health insurance for you and your eligible dependents (including pets)
Health plan coverage options starting from the very first day of employment
