Customer Service Agent - ORF

Southwest Airlines • Norfolk, VA

10h • Onsite

About The Position

The Customer Service Agent works in Southwest Airlines’ Ground Operations at the ticket counter, gate area, and baggage service office. The role helps Customers check in, answers questions, supports boarding and baggage services, and assists Customers when travel plans are disrupted. Agents are expected to provide friendly, patient service and work cooperatively in a fast-moving airport environment.

This position is covered by a Collective Bargaining Agreement with the International Association of Machinists and Aerospace Workers. Pay, schedules, and other job details are governed by that agreement. Schedules are based on seniority and may include early mornings, late nights, weekends, and holidays. Mandatory overtime may be required to support flight operations; shift trades may be available. The posted pay is $20.22 per hour, with the opportunity for future increases under the applicable wage scale, as well as opportunities for overtime and shift premiums.

External applicants must currently reside in Virginia. Applicants are not eligible for consideration if they were interviewed for the Customer Service Agent position at ORF within the past 12 months and were not selected. Applicants must be at least 18 years old and be U.S. citizens or authorized to work in the United States; work authorization sponsorship is not available. A SIDA badge and compliance with local airport requirements are required. A Customs Seal may be required for international-flight work.

Southwest describes its workplace commitment as providing a stable work environment, equal opportunity for learning and personal growth, and an organizational culture of respect and care. The role offers free standby travel on open seats for eligible employees and dependents, a company 401(k) match, potential annual profit-sharing contributions, and health plan options beginning on the first day of employment.

Requirements

• No education requirement.
• No experience requirement.
• Type and/or use a computer keyboard quickly enough to meet job demands.
• Read documents, follow instructions, and learn and understand ticketing procedures, rules, and regulations.
• Work well with others as part of a team, serve the public, and work under stressful conditions and tight time constraints.
• Satisfactorily complete the Customer Service Agent training program with an average of 80% or greater and complete an evaluation period.
• Recognize hazardous situations and handle emergencies as needed.
• Perform all job functions within limited spaces and meet the physical ability requirements of the role.
• Communicate effectively verbally in person, by telephone, over public-address systems, and via radio equipment; possess good written and oral skills.
• Maintain a well-groomed appearance in accordance with Company standards and the applicable handbook and labor agreement, and be able to wear the prescribed uniform.
• Obtain a SIDA badge and meet local airport requirements; may be required to obtain a Customs Seal and meet requirements for international-flight work.
• Lift and/or move items up to 70 pounds regularly, and repetitively lift and/or move 40 to 50 pounds onto raised surfaces.
• Climb, bend, kneel, and stand frequently and for extended periods.
• Be at least 18 years old and be a U.S. citizen or authorized to work in the United States; sponsorship is not available.
• Comply with Company attendance standards and be able to work shifts and/or overtime.
• External applicants must currently reside in Virginia; applicants interviewed and not selected for this ORF position within the previous 12 months will not be considered.

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.
• Assist people seeking passenger travel, cargo, or baggage services by attending to their needs.
• Handle ticketing and check-in using a computerized point-of-sale system; support boarding, baggage service, reservations, and related complaints or problems.
• Greet and assist Customers politely; process cash, checks, credit cards, travel vouchers, and coupons; calculate charges, make change, and balance daily transactions, taking responsibility for overages or shortages.
• Check in baggage and cargo; answer telephone inquiries, page Customers, resolve problems or complaints, and assist as needed.
• 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 current and accurate fare, schedule, reservation, and flight arrival and departure information, and answer general inquiries from Customers and airport visitors.
• Complete Company forms and reports, including irregularity and complaint reports as required.
• Perform other job duties as directed by the Employee’s Leaders; duties may vary with station size and organization.

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 schedule.
• Potential annual profit-sharing contribution to the Southwest Retirement Savings Plan, subject to plan terms, vesting, and Company discretion.
• Competitive health insurance for the employee and eligible dependents, with health plan coverage options beginning on the first day of employment.
• Opportunities for overtime and shift premiums.

What This Job Offers

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