Customer Service Agent - RSW (Part-Time)

Southwest Airlines • Fort Myers, FL

2d • Onsite

About The Position

The Customer Service Agent works at the ticket counter, gate area, and baggage service office, helping Customers check in, answering questions, and supporting smooth travel. The role provides assistance during delays and other travel disruptions and helps create a welcoming experience for Southwest Customers. It is a part-time position at RSW. Part-time Employees generally work 32 hours over 5 days, with schedules assigned through a seniority-based bidding process. After 4–6 weeks of training, new hires generally work 6.5-hour shifts over 5 days, with the potential for mandatory overtime. Schedules may include early mornings, late nights, weekends, and holidays. The position is covered by a Collective Bargaining Agreement, which establishes pay, schedules, and other job details. External applicants must currently reside in Florida. Applicants must be U.S. citizens or authorized to work in the United States; work-authorization sponsorship is unavailable. New hires must complete training and an evaluation period, earning an average of at least 80% in the Customer Service Agent training program. The role pays $20.22 per hour, with potential future increases under the applicable collective bargaining agreement wage scale.

Requirements

• No education requirement.
• No experience requirement.
• Must be at least 18 years old.
• Must be a U.S. citizen or authorized to work in the United States; sponsorship is not available.
• Must currently reside in Florida if applying externally.
• Must obtain a SIDA badge and meet local airport requirements; Station Leadership may require a Customs Seal and qualification to work international flights.
• Must satisfactorily complete the Customer Service Agent training program with an average of 80% or greater and complete an evaluation period.
• Ability to type or use a computer keyboard at a speed sufficient for job demands.
• Ability to read documents, follow instructions, and learn and understand ticketing procedures, rules, and regulations.
• Ability to work well with others, serve the public, and work under stressful situations.
• Ability to recognize hazardous situations and handle emergencies as needed.
• Ability to work under tight time constraints to support quick aircraft turns.
• Must present and maintain a well-groomed appearance in accordance with Company standards, the Ground Operations Employee Handbook, and the Labor Agreement.
• Ability to perform all job functions within a limited space.
• Effective verbal communication by telephone, face to face, and public address systems; good written and oral communication skills; ability to communicate information and instructions verbally or by radio equipment.
• Ability to lift and/or move items up to 70 pounds regularly and repeatedly lift and/or move 40–50 pounds onto raised surfaces.
• Ability to climb, bend, kneel, and stand frequently and for extended periods.
• Must maintain the ability to wear prescribed uniforms.
• Must comply with Company attendance standards.
• Ability to work shift work and/or overtime.

Nice To Haves

• Foreign-language skills are desirable but not required.

Responsibilities

• Provide friendly service and maintain positive relationships with internal and external Customers.
• Work cooperatively with others to support the success of the Company.
• Provide Customer service to people seeking passenger travel, cargo, or baggage services.
• Handle ticketing and check-in using a computerized point-of-sale system, as well as boarding, baggage service, reservations, and related complaints and problems.
• Greet and assist Customers politely and courteously.
• Process cash, checks, credit cards, travel vouchers, and coupons; calculate charges, make change, and balance daily transactions; remain responsible for overages or shortages.
• Check in baggage and cargo.
• Answer telephone inquiries, page Customers, resolve problems or complaints, and provide other assistance as needed.
• Complete transactions required to board aircraft in a timely and efficient manner.
• Assist Customers affected by oversales, delayed or cancelled flights, or lost, delayed, or damaged luggage, resolving issues promptly within Company guidelines.
• Provide current and accurate fare, schedule, reservation, and flight arrival/departure information, and answer general inquiries from Customers and airport visitors.
• Complete required forms and reports, including irregularity and complaint reports.
• Perform other job duties as directed by Employee's Leaders.

Benefits

• Free standby 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 the plan's vesting schedule; match contributions may vary by position.
• Potential annual profit-sharing contribution to the Southwest Retirement Savings Plan, subject to the plan's vesting schedule and Company discretion.
• Competitive health insurance for the Employee and eligible dependents, with coverage options available from the first day of employment.
• Opportunities for overtime and shift premiums.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed