Customer Service Agent - RSW (Part-Time)

Southwest Airlines • Fort Myers, FL

3d • Onsite

About The Position

Southwest Airlines is hiring a part-time Customer Service Agent for Ground Operations at RSW. The Agent works at the ticket counter, gate area, and baggage service office, helping Customers check in, answering questions, and supporting them when travel plans change. The role involves ticketing, boarding, baggage and cargo service, reservations, payment handling, and resolving Customer concerns, including issues caused by oversells, delays, cancellations, or mishandled luggage. Agents provide accurate travel and airport information, complete required forms and reports, and work cooperatively to support flight operations.

Part-time Employees generally work 32 hours over five days, with schedules determined through a seniority-based bidding process. Following 4–6 weeks of training, new hires generally work 6.5-hour shifts over five days, with potential mandatory overtime. Schedules may include early mornings, late nights, weekends, and holidays. The role is covered by a collective bargaining agreement. External applicants must currently reside in Florida. Applicants must be U.S. citizens or authorized to work in the United States; sponsorship is unavailable.

Requirements

• Ability to type or use a computer keyboard at a speed sufficient for the job.
• 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 complete an evaluation period.
• Ability to recognize hazardous situations and handle emergencies as needed.
• Ability to work within 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, and over public address systems; good written and oral communication skills.
• Ability to communicate information and instructions verbally or using radio equipment.
• Must be able to obtain a SIDA badge and meet local airport requirements.
• May be required 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 prescribed uniforms and maintain a well-groomed appearance in accordance with Company standards.
• Must be a U.S. citizen or authorized to work in the United States.
• Must be at least 18 years old and comply with Company attendance standards.
• Ability to work shifts and/or overtime.
• External applicants must currently reside in Florida.
• Applicants interviewed for the Customer Service Agent position at RSW within the last 12 months and not selected are not eligible 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 with others to support the success of the Company.
• Attend to the needs of 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 or problems.
• Greet and assist Customers politely; process cash, checks, credit cards, travel vouchers, and coupons; compute charges, make change, and balance daily transactions.
• Check in baggage and cargo, answer telephone calls, provide information, page Customers, and assist with problems or complaints.
• Complete transactions required to board aircraft in a timely and efficient manner.
• Resolve issues involving oversells, 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 respond to general inquiries.
• Complete Company forms and reports, including irregularity and complaint reports.
• Perform other duties as directed by Employee Leaders.

Benefits

• Free travel on any open seat on Southwest flights for the Employee and eligible dependents.
• Retirement Savings Plan with a dollar-for-dollar Company 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, subject to plan terms and Company discretion.
• 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: Part-time
• Education Level: No Education Listed