Position Overview

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