Supervisor Customer Service - MEM

Southwest Airlines • Memphis, TN

1d • $36 - $38

About The Position

The Supervisor Customer Service at Southwest Airlines leads and supports Customer Service Agents, Operations Agents, and Skycaps. The role ensures work is completed safely and on time, resolves operational issues and Customer questions, and monitors scheduling, training, and daily reports. The Supervisor shares operational updates and coordinates with other Airport Operations Teams to support on-time flights and positive Customer experiences.

The position oversees day-to-day airport operations and drives performance through operational forecasting, monitoring key metrics, assigning and tracking training, accurate delay coding, and accountability for results. It also includes administrative work such as preparing shift bids and daily work assignments, processing payroll and attendance reports, monitoring staffing, and ensuring overtime is used properly. The Supervisor administers applicable labor contracts or agreements and supports a safe, secure, legally compliant, and service-conscious operation.

This position is based at MEM. Assigned shifts are based on seniority and may include early mornings, late evenings, weekends, and holidays. Candidates must be residents of Tennessee, Mississippi, or Arkansas if applying externally. U.S. citizenship or current authorization to work in the United States is required; work authorization sponsorship is not available.

Requirements

• Broad, fully functioning knowledge of airline operations management.
• Broad, fully functioning knowledge of Customer Service.
• Knowledge of Customer and personal service principles, including assessing Customer needs, meeting service quality standards, and evaluating Customer satisfaction.
• Knowledge of applicable Collective Bargaining Agreements and their application.
• Knowledge of business and management principles, including strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
• Knowledge of administrative and clerical procedures and systems, including word processing, managing files and records, designing forms, and office procedures and terminology.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternatives, conclusions, or approaches to problems.
• Ability to shift between two or more activities or sources of information.
• Ability to apply general rules to specific problems and produce sensible answers.
• Ability to recognize and address performance and safety concerns in a timely manner.
• Ability to ensure equipment is maintained and available for operations.
• Must be able to obtain a SIDA badge and meet all local airport requirements.
• Ability to obtain GSC qualification and comply with the DOT drug and alcohol testing program.
• May be required by Station Leadership to obtain a Customs Seal and meet requirements to work on international flights.
• Ability to work from a limited-space workstation, desk, or office area for extended periods.
• Ability to communicate and interact with others in English to meet job demands.
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy.
• Ability to regularly lift and move items weighing 70 pounds or more and repetitively lift 40 to 50 pounds on raised surfaces.
• Ability to climb, bend, kneel, crawl, and stoop frequently and for extended periods.
• Ability to perform duties with potential exposure to excessive noise, vibration, or other sensory conditions.
• Ability to perform duties outdoors and in inclement weather.
• Must maintain a well-groomed appearance according to Company standards.
• Must be a U.S. citizen or authorized to work in the United States.
• Must be at least 18 years of age.
• Must comply with Company attendance standards.
• External applicants must currently reside in Tennessee, Mississippi, or Arkansas.
• Southwest Airlines will not consider applicants interviewed for the Supervisor Customer Service position at MEM within the past 12 months who were not selected.
• Must be able to work assigned shifts based on seniority, which may include early mornings, late evenings, weekends, and holidays.

Responsibilities

• Coordinate with all Departments to maintain station on-time performance, Employee morale, and Customer satisfaction.
• Respond to and resolve Customer questions, requests, or complaints.
• Oversee day-to-day airport operations to provide a safe, secure, legally compliant, and service-conscious environment.
• Meet or exceed performance goals through effective decisions.
• Assign Agents to training and track training compliance.
• Coordinate with Departments to maintain station on-time performance and consistently report status updates to leaders and employees.
• Forecast operational situations that may affect operations, monitor results against key metrics, hold responsible parties accountable, and review and ensure accurate delay coding.
• Work with staff planning to build bids aligned with the department’s hourly goals.
• Perform daily administrative duties, including building and closing shift bids, preparing daily work assignments, processing daily payroll, and preparing attendance reports.
• Monitor staffing in all areas and verify that overtime is used properly.
• Administer labor contracts or agreements appropriately, emphasizing minimal labor disputes.
• Guide and lead team members using Southwest talent management practices to coach, develop, and engage employees.
• Foster inclusion, recognition, support, and a safe work environment by adhering to Company values and competencies.
• Participate in continuous learning and development to support leadership and self-growth.
• Perform other job duties as directed by the Employee’s Leaders.

Benefits

• Free travel on any open seat on Southwest flights for the Employee and eligible dependents.
• Dollar-for-dollar 401(k) Company match contribution of up to 9.3% of eligible earnings, subject to plan terms and vesting.
• 3% Short Term Incentive bonus on base salary, aligned with company performance.
• 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 starting from the first day of employment.
• Opportunities for overtime and shift premiums.
• Additional bonus opportunities for eligible Leadership and individual contributor roles, awarded at the Company’s discretion.

What This Job Offers

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