Supervisor Customer Service - CMH

Southwest Airlines • Columbus, OH

14h • $36 - $38 • Onsite

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 completed safely and on time, resolves operational and Customer issues, and responds to Customer questions. It monitors scheduling, training, and daily reports, communicates updates to the Team, and coordinates with other Airport Operations Teams to support on-time flights and a positive Customer experience.

The position oversees day-to-day airport operations and contributes to a safe, secure, legally compliant, and service-conscious environment. It coordinates staffing and performance processes, monitors operational results and key metrics, administers labor agreements, and handles daily administrative and reporting duties. The Supervisor works assigned shifts based on seniority, which may include early mornings, late evenings, weekends, and holidays.

External applicants must currently reside in Ohio. Applicants are not considered if they have been interviewed for the Supervisor Customer Service position at CMH within the prior 12 months and were not selected. U.S. citizenship or current U.S. work authorization is required; sponsorship is not available. The role requires the ability to obtain a SIDA badge and GSC qualification and to meet applicable local airport and DOT requirements. A Customs Seal may also be required by Station Leadership.

Requirements

• Broad, fully functioning knowledge of airline operations management.
• Broad, fully functioning knowledge of Customer Service.
• Knowledge of principles and processes for providing Customer and personal services, including assessing Customer needs, meeting 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, designing forms, 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 between two or more activities or sources of information.
• Ability to apply general rules to specific problems to 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 all 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.
• Ability to work 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 other office productivity tools with sufficient speed and accuracy.
• Ability to lift and move items weighing 70 pounds or more regularly 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 duties with potential exposure to excessive noise, vibration, or other sensory conditions.
• Ability to perform duties outdoors and in inclement weather.
• Must maintain a well-groomed appearance in accordance with Company appearance standards.
• Must be a U.S. citizen or have 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 comply with Company attendance standards.
• External applicants must currently reside in Ohio.
• External applicants must not have been interviewed and not selected for the Supervisor Customer Service position at CMH within the last 12 months.

Responsibilities

• Guide and lead team members using Southwest talent management practices to coach, develop, and engage employees.
• Adhere to Company values and competencies to foster inclusion, recognition, support, and a safe work environment.
• Participate in continuous learning and development to invest in leadership and self-growth.
• Coordinate with all Departments to maintain station 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, legally compliant, and service-conscious environment.
• Make effective decisions to meet or exceed performance goals and assign and track Agents for training compliance.
• Provide consistent operational status updates to leaders and employees.
• Forecast operational situations that may affect operations, monitor results against key metrics, hold responsible parties accountable, and 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, preparing daily work assignments, processing daily payroll, and producing attendance reports.
• Monitor staffing in all areas and verify that overtime is used properly.
• Ensure proper administration of labor contracts or agreements, emphasizing minimal labor disputes.
• Perform other job duties as directed by the Employee’s Leaders.

Benefits

• Free standby 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 starting on the first day of employment.

What This Job Offers

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