Supervisor Customer Service - MSY

Southwest Airlines • New Orleans, LA

11h • $36 - $38 • Onsite

About The Position

The Supervisor Customer Service leads and supports Customer Service Agents, Operations Agents, and Skycaps. The Supervisor ensures work is performed safely and on time, resolves operational issues and Customer questions, and oversees scheduling, training, and daily reports. The role communicates updates to the Team and coordinates with Airport Operations Teams to support on-time flights and a positive Customer experience.

The Supervisor coordinates station operations across Departments, monitors performance and staffing, makes operational decisions, and ensures compliance with applicable safety, security, legal, and labor requirements. Administrative work includes preparing shift and closing bids, daily work assignments, payroll and attendance reports, and monitoring staffing and overtime. The role works assigned shifts according to seniority, which may include early mornings, late evenings, weekends, and holidays.

Applicants must be Louisiana residents if applying externally. The role requires U.S. work authorization; sponsorship is not available. The employee must be able to obtain a SIDA badge and GSC qualification and may be required to obtain a Customs Seal for international-flight work. The position pays $36.00–$37.50 per hour, depending on qualifications and experience. Overtime and shift premiums may be available.

Requirements

• Broad, fully functioning knowledge of airline operations management.
• Broad, fully functioning knowledge of customer service.
• Knowledge of customer-service principles and processes, including customer needs assessment, service quality standards, and customer satisfaction evaluation.
• 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 management, form design, and office procedures and terminology.
• Skill in applying logic and reasoning to assess alternative solutions, conclusions, and 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 identify and address performance and safety concerns promptly.
• 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.
• Must be a U.S. citizen or have authorization to work in the United States; work authorization sponsorship is unavailable.
• Must be at least 18 years old.
• Must comply with Company attendance standards and appearance guidelines.
• Must be able to communicate and interact in English to meet job demands.
• Must be able to use a computer and office productivity tools with sufficient speed and accuracy.
• Must be able to perform duties from 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 repeatedly lift 40–50 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.
• External applicants must currently reside in Louisiana.
• External applicants will not be considered if they interviewed for the Supervisor Customer Service position at MSY within the last 12 months and were not selected.

Nice To Haves

• A Customs Seal may be required by Station Leadership to work on international flights.

Responsibilities

• Lead, coach, develop, and engage Team members using Southwest talent-management practices.
• Promote Company values, inclusion, recognition, and a safe work environment; participate in continuous learning and development.
• Coordinate with all 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 and assign and track Agents for training compliance.
• Report operational status updates consistently to leaders and employees.
• Forecast operational situations that may affect operations, monitor performance 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 shift and closing bids, preparing work assignments, processing payroll, and producing attendance reports.
• Monitor staffing across all areas and verify that overtime is used properly.
• Administer labor contracts and agreements appropriately, emphasizing the prevention of labor disputes.
• Maintain equipment and ensure it is available for operations.
• Perform other duties as directed by the Employee’s Leaders.

Benefits

• Free travel on any open seat on Southwest flights for the Employee and eligible dependents.
• Company dollar-for-dollar 401(k) 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, subject to plan terms and Company discretion.
• Competitive health insurance for the Employee and eligible dependents, with coverage options available from the first day of employment.

What This Job Offers

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