Supervisor Customer Service - MEM

Southwest Airlines • Memphis, TN

1d • Onsite

About The Position

The Supervisor Customer Service at Southwest Airlines leads and supports Customer Service Agents, Operations Agents, and Skycaps. The role oversees day-to-day airport operations to help ensure safe, secure, legally compliant, customer-focused service and on-time performance. Supervisors respond to Customer questions and concerns, monitor staffing and training, review operational reports and metrics, communicate updates, and coordinate with other departments to support airport operations and Customer satisfaction.

The position includes leadership responsibilities such as coaching, developing, and engaging employees; fostering inclusion, recognition, and a safe work environment; and participating in continuous learning and development. Administrative work includes building and closing shift bids, preparing assignments and payroll and attendance reports, monitoring staffing, and ensuring overtime is used properly. The role also supports labor agreement administration and operational performance processes.

Assigned shifts are based on seniority and may include early mornings, late evenings, weekends, and holidays. The role is based at MEM. External applicants are considered only if they currently reside in Tennessee, Mississippi, or Arkansas. Applicants who interviewed for this position at MEM within the previous 12 months and were not selected will not be considered. U.S. citizenship or current U.S. work authorization is required; work authorization sponsorship is not available.

Requirements

• Broad, fully functioning knowledge of airline operations management and customer service.
• Knowledge of principles and processes for providing Customer and personal services, 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, and office procedures and terminology.
• Skill in using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• 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 the operation.
• Must be able to obtain a SIDA badge and meet local airport requirements.
• Must be able to obtain GSC qualification and comply with DOT drug and alcohol testing requirements.
• May be required by Station Leadership to obtain a Customs Seal and meet requirements to work on international flights.
• Ability to perform work duties from a limited-space workstation, desk, or office area for extended periods.
• 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 regularly lift and move items of 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 assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions, and outdoors in inclement weather.
• 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.

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 provide 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 results against key metrics, hold responsible parties accountable, and review delay coding for accuracy.
• Work with staff planning to build bids aligned with department hourly goals.
• Perform daily administrative duties, including building and closing shift bids, preparing daily work assignments, completing 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.
• Coach, develop, and engage employees using Southwest talent management practices.
• Support Company values and competencies to foster inclusion, recognition, and a safe work environment.
• Participate in continuous learning and development.
• Perform other job duties as directed by the Employee’s Leaders.

Benefits

• Free travel on any open seat on Southwest flights for eligible employees and eligible dependents.
• Company dollar-for-dollar 401(k) 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 eligible employees and dependents, with coverage options beginning 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