Supervisor Customer Service - BDL

Southwest Airlines • Windsor Locks, CT

1d • $36 - $38 • Onsite

About The Position

The Supervisor Customer Service leads and supports Customer Service Agents, Operations Agents, and Skycaps at Southwest Airlines’ BDL station. The role helps ensure work is completed safely and on time, resolves operational issues and Customer concerns, and oversees scheduling, training, and daily reporting. The Supervisor shares operational updates and coordinates with other Airport Operations Teams to support on-time flights and positive Customer experiences.

The position includes assigned shifts based on seniority, which may include early mornings, late evenings, weekends, and holidays. External applicants will be considered only if they currently reside in Connecticut or Massachusetts. Applicants who were interviewed for this position at BDL within the past 12 months and were not selected will not be considered. U.S. work authorization is required; sponsorship is unavailable.

The posted pay is $36.00–$37.50 per hour, depending on qualifications and experience. Overtime and shift premiums may be available. Benefits include free standby travel on open seats for the employee and eligible dependents, a 401(k) company match of up to 9.3% of eligible earnings, a 3% short-term incentive bonus aligned with company performance, potential profit sharing, and health insurance options beginning on the first day of employment.

The role requires broad knowledge of airline operations management and customer service. The employee must be able to obtain a SIDA badge and GSC qualification and comply with DOT drug and alcohol testing requirements. Station Leadership may require a Customs Seal for work on international flights. Physical demands include extended work at a limited-space workstation, regularly moving items weighing 70 pounds or more, repeatedly lifting 40–50 pounds on raised surfaces, frequent climbing, bending, kneeling, crawling, and stooping, and working outdoors in inclement weather with possible exposure to excessive noise, vibration, or other sensory conditions.

Requirements

• Broad, fully functioning knowledge of airline operations management.
• Broad, fully functioning knowledge of customer service.
• Knowledge of customer-service principles and processes, 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, records and file management, 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 multiple 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 promptly.
• Ability to ensure equipment is maintained and available for operations.
• Ability to obtain a SIDA badge and meet local airport requirements.
• Ability to obtain GSC qualification and comply with the DOT drug and alcohol testing program.
• May be required to obtain a Customs Seal and meet requirements for working on international flights.
• Ability to communicate and interact in English to meet job demands.
• Ability to use a computer and office productivity tools with sufficient speed and accuracy.
• Ability to lift and move items of 70 pounds or more regularly and repeatedly lift 40–50 pounds on raised surfaces.
• Ability to climb, bend, kneel, crawl, and stoop frequently and for extended periods.
• Ability to perform assigned duties with potential exposure to excessive noise, vibration, or other sensory conditions, and outdoors in inclement weather.
• Must maintain a well-groomed appearance under Company standards.
• Must be a U.S. citizen or authorized to work in the United States; work authorization sponsorship is unavailable.
• Must be at least 18 years of age.
• Must comply with Company attendance standards.
• External applicants must currently reside in Connecticut or Massachusetts.
• External applicants interviewed for the Supervisor Customer Service position at BDL within the past 12 months and not selected are ineligible for consideration.

Responsibilities

• Lead, coach, develop, and engage team members using Southwest talent management practices.
• Promote Company values and competencies, inclusion, recognition, and a safe work environment; participate in continuous learning and development.
• Coordinate with departments to support station on-time performance, employee morale, and Customer satisfaction.
• Respond to and resolve Customer questions, requests, and complaints.
• Oversee daily airport operations to maintain a safe, secure, legally compliant, service-conscious environment and meet performance goals.
• Assign Agents and track their training compliance.
• Provide consistent operational status updates to leaders and employees.
• Forecast operational situations, 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 departmental hourly goals.
• Perform daily administrative duties, including building and closing shift bids, preparing daily work assignments, payroll, and attendance reports, monitoring staffing, and verifying appropriate overtime use.
• Ensure proper administration of labor contracts or agreements, with an emphasis on minimizing labor disputes.
• Ensure equipment is maintained and available for operations.
• Perform other job duties as directed by the employee’s leaders.

Benefits

• Free travel on open seats on Southwest flights for employees and eligible dependents
• 401(k) company match contribution of up to 9.3% of eligible earnings
• 3% short-term incentive bonus aligned with company performance
• Potential annual profit-sharing contribution
• Competitive health insurance for employees and eligible dependents, with coverage options beginning on the first day of employment
• Overtime opportunities
• Shift premiums
• Additional bonus opportunities for eligible leadership and individual contributor roles, awarded at Company discretion

What This Job Offers

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