Supervisor Customer Service - BWI

Southwest Airlines•Baltimore, MD

19h•Onsite

About The Position

Southwest Airlines is committed to providing its Employees a stable work environment with equal opportunity for learning and personal growth, encouraging creativity and innovation. Employees are treated with concern, respect, and a caring attitude, which they are expected to extend to every Southwest Customer. This position is for external applicants who are residents of the State of Maryland and have not been interviewed and not selected for the Supervisor Customer Service position at BWI within the last 12 months. A Supervisor Customer Service at Southwest Airlines manages and supports Customer Service Agents, Operations Agents, and Skycaps. They ensure work is performed safely and on time, assist in problem-solving, and address Customer questions. Supervisors are also responsible for monitoring scheduling, training, and daily reports, and sharing important updates with the Team. They collaborate with other Airport Operations Teams to maintain flight schedules and Customer satisfaction. This role is ideal for individuals who enjoy leading people and contributing to Southwest's delivery of safe, friendly, and on-time service daily. The Supervisor Customer Service works assigned shifts based on seniority, which may include early mornings, late evenings, weekends, and holidays. U.S. citizenship or current authorization to work in the U.S. is required, and no current or future work authorization sponsorship is available. Southwest Airlines is committed to fair hiring practices and making employment decisions without regard to protected characteristics. The role involves guiding and leading team members using SWA talent management practices for coaching, development, and engagement, adhering to Company values to foster an inclusive, recognizing, and safe work environment, and investing in leadership and self-growth through continuous learning.

Requirements

Knowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction
Knowledge of applicable Collective Bargaining Agreements and their applications
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology
Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
Ability to apply general rules to specific problems to produce answers that make sense
Ability to recognize and address performance and safety concerns in a timely manner
Ability to ensure all equipment is maintained and available for the operation
Fully functioning, broad knowledge in Airlines Operation Management
Fully functioning, broad knowledge in Customer Service
Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements
Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program
May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights
Ability to perform work duties from limited space workstation/desk/office area for extended periods of time
Ability to communicate and interact with others in the English language to meet the demands of the job
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Ability to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces
Ability to climb, bend, kneel, crawl, and stoop on a frequent basis and for an extended period
Ability to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions
Ability to perform assigned duties in outdoor and inclement weather conditions
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines
Must be currently a resident of the State of Maryland (for external applicants only)
Must not have been interviewed by phone, virtually, and/or in-person and not selected for the Supervisor Customer Service position at BWI within the last 12 months (for external applicants only)

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
Coordinate actively with all Departments to maintain the Station's on-time performance
Report status updates to leaders and employees consistently
Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results, review and ensure accurate delay coding
Work with staff planning to build bids that are in line with department’s hourly goals
Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly
Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
May perform other job duties as directed by Employee’s Leaders

Benefits

Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
Southwest will help fund your Retirement Savings Plan, which includes a dollar-for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings
Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit
Competitive health insurance for you and your eligible dependents
Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment.

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