Supervisor Customer Service - BDL

Southwest Airlines • Hartford, CT

16h • Onsite

About The Position

The Supervisor Customer Service at Southwest Airlines manages and supports Customer Service Agents, Operations Agents, and Skycaps. The role helps ensure work is completed safely and on time, resolves operational issues and Customer inquiries, and oversees scheduling, training, and daily reports. The Supervisor shares updates with the Team and coordinates with other Airport Operations Teams to support on-time flights and positive Customer experiences.

The position leads and develops employees using Southwest talent management practices and supports an inclusive, safe, and service-conscious work environment. Assigned shifts are based on seniority and may include early mornings, late evenings, weekends, and holidays. External applicants are considered only if they currently reside in Connecticut or Massachusetts. Applicants who were interviewed for the Supervisor Customer Service position at BDL within the past 12 months and were not selected will not be considered.

Requirements

• Broad, fully functioning knowledge of airline operations management.
• Broad, fully functioning knowledge of customer service.
• Knowledge of principles and processes for providing Customer and personal services, including assessing Customer needs, meeting quality standards, and evaluating Customer satisfaction.
• Knowledge of applicable Collective Bargaining Agreements and their applications.
• 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, records and file management, stenography and transcription, form design, and office procedures and terminology.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to shift attention between two or more activities or sources of information.
• Ability to apply general rules to specific problems to 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 (Secured Identification Display Area) badge and meet local airport requirements.
• Ability to obtain GSC (Ground Security Coordinator) qualification and comply with the DOT drug and alcohol testing program.
• Must 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 of age.
• Must comply with Company attendance standards.
• Must be able to communicate and interact with others in English to meet job demands.
• Must be able to use a computer and other office productivity tools with sufficient speed and accuracy.
• Must be able to perform work duties from a limited-space workstation, desk, or office area for extended periods.
• Must be able to lift and move items weighing 70 pounds or more regularly and repetitively lift 40 to 50 pounds on raised surfaces.
• Must be able to climb, bend, kneel, crawl, and stoop frequently and for extended periods.
• Must be able to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions.
• Must be able to perform assigned duties outdoors and in inclement weather.

Nice To Haves

• May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights.

Responsibilities

• Guide and lead team members using Southwest talent management practices to coach, develop, and engage employees.
• Adhere to Company values and competencies to foster inclusion, recognition, support, and a safe work environment.
• Participate in continuous learning and development to invest in leadership and self-growth.
• 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 create a safe, secure, legally compliant, and service-conscious environment.
• Make effective decisions to meet or exceed performance goals.
• Assign Agents to training and track training compliance.
• Report status updates consistently to leaders and employees.
• Forecast operational situations that may affect operations, monitor key metrics and results, 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 shift bids, closing bids, preparing daily work assignments, processing daily payroll, and preparing attendance reports.
• Monitor staffing in all areas and verify that overtime is used properly.
• Ensure proper administration of labor contracts or agreements, emphasizing minimal labor disputes.
• 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, at the Company’s discretion and subject to plan terms and vesting.
• Competitive health insurance for the employee and eligible dependents, with coverage options starting on 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