Supervisor Customer Service - PHX

Southwest Airlines•Phoenix, AZ

2d•$35 - $36•Onsite

About The Position

The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel. Our Customer Service Supervisors manage and train Customer Service Agents, Operations Agents, and Skycaps at our Station. This role connects with many People to ensure the assignments of various Airport Operations Teams are completed with Safety as the top priority. The Customer Service Supervisor serves as a Leader by observing and offering guidance, ensuring Safety and compliance procedures are followed, and reading and delivering communications to convey important updates. Customer Service Supervisors seamlessly pivot from one task to another as needed and are strategic thinkers who communicate effectively while leading and supporting a Team. Additional details This role includes working assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays. U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available. We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics. Model the Southwest Way Guide and lead team members using SWA talent management practices to coach, develop, and engage employees Adhere to Company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environment Invest in leadership and self-growth through participating in continuous learning and development

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 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

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 dollarfor-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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