Supervisor Customer Service - HNL

Southwest Airlines

87d • $34 - $36

About The Position

The Customer Service Supervisor at Southwest Airlines is responsible for managing and training Customer Service Agents, Operations Agents, and Skycaps at the station. This role ensures that various Ground Operations Teams complete their assignments with safety as the top priority. The Supervisor serves as a leader by observing and offering guidance, ensuring safety and compliance procedures are followed, and communicating important updates. The position requires the ability to pivot between tasks and effectively lead and support a team.

Requirements

• Fully functioning, broad knowledge in Airlines Operation Management.
• Experience in Customer Service.
• Must be able to obtain a SIDA badge and meet all local airport requirements.
• Ability to obtain GSC qualification and comply with DOT drug and alcohol testing program.
• May be required to obtain a Customs Seal and meet all requirements to work on international flights.

Nice To Haves

• Knowledge of principles and processes for providing Customer and personal services.
• Knowledge of applicable Collective Bargaining Agreements.
• Knowledge of business and management principles involved in strategic planning and resource allocation.
• Skilled in using logic and reasoning to identify strengths and weaknesses of alternative solutions.
• Ability to shift back and forth between two or more activities or sources of information.

Responsibilities

• Actively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction.
• Respond to and resolve Customer questions, requests, or complaints.
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment.
• Meet or exceed performance goals through effective decisions.
• Assign and track Agents for training compliance.
• Report status updates to leaders and employees consistently.
• Drive performance processes by forecasting operational situations that may impact the operation.
• Monitor and achieve results against key metrics, holding responsible parties accountable for results.
• Perform administrative duties daily, such as building shift bids, closing bids, daily work assignments, daily payroll, and attendance reports.
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes.

Benefits

• Pay of $34.94 to $36.39 per hour, depending on qualifications and experience.
• Opportunities for overtime and shift premiums.
• 401(k) Company match contribution of up to 9.3% of eligible earnings.
• Potential for annual profit-sharing contribution.
• Competitive health insurance for employees and eligible dependents.
• Health plan coverage options starting from the first day of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees