Supervisor Customer Service - MAF

Southwest Airlines • Midland, TX

8h • $36 - $38

About The Position

The Supervisor Customer Service at Southwest Airlines leads and supports Customer Service Agents, Operations Agents, and Skycaps. The role helps ensure work is performed safely and on time, resolves operational issues and Customer concerns, and oversees scheduling, training compliance, reporting, and daily airport operations. The Supervisor coordinates with other Airport Operations Teams and departments to support on-time performance, employee morale, and Customer satisfaction while maintaining a safe, secure, legally compliant, service-conscious environment.

The position includes coaching, developing, and engaging team members using Southwest talent management practices; communicating operational updates; monitoring performance against key metrics; and holding responsible parties accountable. Administrative duties include creating and closing shift bids, assigning daily work, preparing payroll and attendance reports, monitoring staffing, and ensuring overtime is used appropriately. The role also administers labor agreements and may perform other duties as directed by leaders.

Shifts are assigned based on seniority and may include early mornings, late evenings, weekends, and holidays. The position requires authorization to work in the United States; sponsorship is not available. External applicants must currently reside in Texas.

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 files management, form design, and office procedures and terminology.
• Skill in using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches.
• Ability to shift attention among 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 in a timely manner.
• Ability to ensure equipment is maintained and available for operations.
• Must be able to obtain a SIDA badge and meet local airport requirements.
• Must be able 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 for working on international flights.
• Must be at least 18 years of age.
• Must be a U.S. citizen or authorized to work in the United States; work authorization sponsorship is unavailable.
• Must comply with Company appearance and attendance standards.
• Must be able to communicate and interact in English.
• Must be able to use a computer and office productivity tools with sufficient speed and accuracy.
• Must be able to perform duties in 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 work with potential exposure to excessive noise, vibration, or other sensory conditions and in outdoor and inclement weather.
• For external applicants, must currently reside in Texas.
• External applicants are not eligible for consideration if they were interviewed for the Supervisor Customer Service position at MAF within the last 12 months and were not selected.

Responsibilities

• Coordinate with departments to maintain station on-time performance, employee morale, and Customer satisfaction.
• Respond to and resolve Customer questions, requests, and complaints.
• Oversee day-to-day airport operations to maintain 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.
• Provide consistent status updates to leaders and employees.
• Forecast operational situations that may affect operations, monitor key metrics, achieve results, and hold responsible parties accountable.
• 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, making daily work assignments, preparing payroll and attendance reports, monitoring staffing, and verifying appropriate overtime use.
• Administer labor contracts or agreements while emphasizing minimal labor disputes.
• Coach, develop, and engage employees; foster inclusion, recognition, and a safe work environment; and participate in continuous learning and development.
• Perform other job duties as directed by Employee’s Leaders.

Benefits

• Free travel on any open seat on Southwest flights for the employee and eligible dependents.
• Retirement Savings Plan with a dollar-for-dollar 401(k) Company match 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.

What This Job Offers

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