Customer Contract Service Lead - PWM

Southwest Airlines • Portland, ME

1d

About The Position

Customer Contract Service Leads support Ground Operations and maintain positive relationships with internal and external Customers. They serve as Southwest Airlines’ liaison at locations where a vendor performs Customer Service, Ramp, Operations, or Cargo duties. The role represents Southwest in meetings with airports, vendors, partners, and other business stakeholders, and provides oversight of operational performance. Duties may also include Customer Service Agent responsibilities.

This is a union-based role with shifts assigned according to seniority. Shifts may include early mornings, late evenings, weekends, and holidays. The listed pay is $20.22 per hour, with potential future increases under the applicable collective bargaining agreement wage scale, as well as opportunities for overtime and shift premiums. Applicants must be current residents of Maine if applying externally.

Requirements

• Skilled in written and oral communication.
• Able to type and/or use a computer keyboard at sufficient speed to meet job demands.
• Able to read documents, follow instructions, and learn and understand ticketing procedures, rules, and regulations.
• Able to work well with others as part of a team, meet the public, and work under stressful situations.
• Able to satisfactorily complete the Customer Service Agent training program with an average of 80% or greater and complete an evaluation period.
• Able to work under tight time constraints to accomplish quick aircraft turns.
• Able to perform all job functions within a limited space.
• Able to communicate effectively by telephone, face to face, and on public address systems.
• Able to communicate information and instructions verbally or via radio equipment.
• Must be able to obtain a SIDA badge and meet all local airport requirements.
• Must be able to lift and/or move items up to 70 pounds regularly and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfaces.
• Must be able to climb, bend, kneel, and stand frequently and for extended periods.
• Must maintain the ability to wear prescribed uniforms.
• Must maintain a well-groomed appearance in accordance with Company appearance standards.
• Must be a U.S. citizen or have authorization to work in the United States; no current or future work authorization sponsorship is available.
• Must be at least 18 years of age, or the applicable age.
• Must comply with Company attendance standards.
• External applicants must currently reside in Maine.

Responsibilities

• Provide friendly service to and maintain positive relationships with internal and external Customers.
• Work cooperatively to ensure the success of the Company.
• Ensure Company Customer Service standards are maintained or exceeded.
• Perform duties that may include those of a Customer Service Agent.
• Oversee operational performance.
• Represent Southwest Airlines in meetings with the Airport, vendors, partners, and business stakeholders.
• Act as Southwest Airlines’ liaison with vendors handling ticketing, enplaning and deplaning, customer relations, passenger and internal security, load planning, weight and balance, and baggage handling procedures.
• Handle Customer complaints, Lost and Found, and special Customer arrangements.
• Perform other job duties as directed by the Employee’s Leaders.

Benefits

• Free travel on any open seat on Southwest flights for the employee and eligible dependents.
• Company dollar-for-dollar 401(k) match contribution up to 10% of eligible earnings, subject to plan terms and vesting.
• Potential annual profit-sharing contribution to the Southwest Retirement Savings Plan.
• Competitive health insurance for the employee and eligible dependents, with coverage options beginning on the first day of employment.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed