Customer Service Agent - HOU (Part-Time)

Southwest Airlines • Houston, TX

4d • Onsite

About The Position

Southwest Airlines is seeking a Customer Service Agent to be the friendly face that welcomes customers. In this role, you will work at the ticket counter, gate area, and baggage service office to assist customers with check-in, answer questions, and ensure their travel goes smoothly. You will be one of the first Southwest Employees customers meet and will help set the tone for a great trip. You will also support customers when travel plans change, offering help and care during delays or disruptions. This is a fast-moving role where a friendly attitude, teamwork, and patience make a big difference every day. This is a part-time opportunity, with new hires generally working 32 hours over 5 days. Schedules are determined by a seniority-based bidding process. New hires will complete 4-6 weeks of training, consisting of 8-hour days, 5 days a week. After training, part-time new hire work weeks will consist of 6.5-hour shifts over 5 days, with potential for mandatory overtime. This role is part of a Collective Bargaining Agreement (CBA), meaning pay, schedules, and other job details are set through an agreement with the labor union. Work schedules are based on seniority and may include early mornings, late nights, weekends, and holidays. There may be times when mandatory overtime is required to support flight operations, but there are also opportunities to trade shifts. Applicants must be U.S. citizens or have current authorization to work in the U.S., with no future work authorization sponsorship available.

Requirements

• Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job
• Able to read documents, follow instructions, learn and understand ticketing procedures, rules and regulations
• Ability to work well with others as part of a team, meet the public, and work under stressful situations
• Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
• Must be aware of hazardous situations and be able to handle emergencies as needed
• Must work under tight time constraints to accomplish quick turns of aircraft
• Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
• Must be able to perform all job functions within a limited space
• Must be able to effectively communicate verbally by telephone, face to face and on public address systems
• Must possess good written and oral skills
• Must be 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 on a regular basis and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfaces
• Must be able to climb, bend, kneel and stand on a frequent basis and for extended periods
• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Must be able to comply with Company attendance standards as described in established guidelines

Nice To Haves

• May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights
• Foreign language skills are desirable, but not required

Responsibilities

• Provides friendly service to and maintains positive relationships with all internal and external Customers
• Works in a cooperative spirit to ensure the success of our Company
• Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs
• Handles any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems
• Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets. Computes charges, makes change and balances daily transactions. Is responsible for overage or shortage
• Checks in baggage and Cargo.
• Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed.
• Handles transactions required to board the aircraft in a timely and efficient manner
• Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage. Resolves such problems quickly and within guidelines established by the Company
• Provides current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal
• Completes forms and reports as required by the Company
• Writes irregularity and complaint reports as required
• Duties may vary due to the size and organization of the station
• Must be able to meet any physical ability requirements listed on this description
• May perform other job duties as directed by Employee's Leaders

Benefits

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan, which includes a dollar for-dollar 401(k) Company match contribution up to 10% of your eligible earnings
• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit
• Competitive health insurance for you and your eligible dependents
• Southwest offers health plan coverage options that start from the first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment.

What This Job Offers

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