Customer Service Agent - LGA

Southwest Airlines • New York, NY

8h • Onsite

About The Position

Southwest Airlines is hiring a Customer Service Agent in Ground Operations. The role works at the ticket counter, gate area, and baggage service office, helping Customers check in, answering questions, and supporting smooth travel. Agents are among the first Southwest Employees Customers meet and also assist when plans change because of delays or disruptions. The position requires a friendly attitude, teamwork, and patience in a fast-moving environment.

This role is covered by a Collective Bargaining Agreement with the International Association of Machinists and Aerospace Workers (IAM), which sets pay, schedules, and other employment details. Schedules are based on seniority and may include early mornings, late nights, weekends, and holidays. Mandatory overtime may sometimes be required, and shift trading may be available. External applicants must currently reside in New York State. Applicants interviewed for and not selected for the Customer Service Agent position at LGA within the prior 12 months will not be considered. U.S. citizenship or current authorization to work in the U.S. is required; sponsorship is unavailable.

The advertised pay is $21.25 per hour, with the opportunity for future increases under the applicable collective bargaining agreement wage scale. Overtime and shift premiums may be available. Benefits include free standby travel on open seats on Southwest flights for eligible Employees and dependents, a dollar-for-dollar 401(k) Company match of up to 10% of eligible earnings, potential annual profit-sharing contributions, and health insurance options beginning on the first day of employment.

No education or prior experience is required. Candidates must complete the Customer Service Agent training program with an average of at least 80% and pass an evaluation period. The role requires obtaining a SIDA badge and meeting local airport requirements; a Customs Seal may also be required for international-flight work. Physical requirements include regularly lifting or moving items up to 70 pounds, repetitively lifting or moving 40–50 pounds onto raised surfaces, and frequently climbing, bending, kneeling, and standing for extended periods.

Requirements

• Ability to type or use a computer keyboard at sufficient speed to meet 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 conditions.
• Successfully complete the Customer Service Agent training program with an average of at least 80% and pass an evaluation period.
• Ability to recognize hazardous situations and handle emergencies as needed.
• Ability to work under tight time constraints to support quick aircraft turns.
• Ability to perform all job functions in limited spaces.
• Ability to communicate effectively verbally in person, by telephone, over public address systems, and verbally or via radio equipment.
• Good written and oral communication skills.
• Ability to maintain a well-groomed appearance under Company standards and the Ground Operations Employee Handbook and Labor Agreement.
• Ability to obtain a SIDA badge and meet all local airport requirements.
• May be required by Station Leadership to obtain a Customs Seal and meet requirements for working international flights.
• Ability to lift or move items up to 70 pounds regularly and repetitively lift or move 40–50 pounds onto raised surfaces.
• Ability to climb, bend, kneel, and stand frequently and for extended periods.
• Ability to wear the prescribed uniform.
• U.S. citizenship or authorization to work in the United States; employment sponsorship is not available.
• At least 18 years of age.
• Ability to comply with Company attendance standards.
• Ability to work shift work and overtime.
• External applicants must currently reside in New York State.
• Applicants interviewed for and not selected for the Customer Service Agent position at LGA within the last 12 months are ineligible for consideration.

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 to support the success of the Company.
• Provide Customer service to people seeking air 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 handle cash, checks, credit cards, travel vouchers, and coupons as payment for tickets.
• Compute charges, make change, balance daily transactions, and take responsibility for overages or shortages.
• Check in baggage and cargo; answer telephone inquiries, page Customers, resolve complaints, and provide assistance.
• Complete transactions required to board aircraft in a timely and efficient manner.
• Resolve issues involving oversales, delayed or cancelled flights, and lost, delayed, or damaged luggage promptly and within Company guidelines.
• Provide accurate fare, schedule, reservation, and flight arrival and departure information, and answer general inquiries from Customers and airport visitors.
• Complete required Company forms and reports, including irregularity and complaint reports.
• Perform other job duties as directed by Employee's Leaders.

Benefits

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

What This Job Offers

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