Supervisor Customer Service

3 weeks ago

Flushing, United States Southwest Airlines Full time

**Department**: Ground Operations

Our Company Promise

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

**Job Description: *FOR EXTERNALS ONLY**:

- Southwest Airlines will only consider your interest for the LaGuardia Airport ( LGA ) Supervisor Customer Service Position if you are currently a resident of the S tate of New York
- Pay & Benefits:
Pay of $33.95 to $33.95 per hour*. Additional pay opportunities for Company authorized work beyond part time or full time schedule.

**Benefits you’ll love**:

- Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
- Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck**:

- Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit**:
The People of Southwest Airlines co m e together to deliver on our Purpose, which is to connect People to what’s i m portant in their lives through friendly, reliable, and low-cost air travel. Our Custo m e r S e r vice Supervisors m anage and train Custo m e r S e r vice Agents, Operations Agents, and Skycaps at our Station. This role connects with m any People to ensure the assign m ents of various Ground Operations Tea m s are co m pleted with Safety as the top priority. The Custo m e r S e r vice Supervisor serves as a Leader by observing and offering guidance, ensuring Safety and co m pliance procedures are followed, and reading and delivering co m m unications to convey i m portant updates. Custo m e r S e r vice Supervisors sea m lessly pivot fro m one task to another as needed and are strategic thinkers who co m m unicate effectively while leading and supporting a Tea m.

**A dditional details**:
A role that includes working assigned shifts based on seniority. Shifts can include early m ornings, 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.

Southwest Airlines is an Equal Opportunity E m ployer. We continue to look for opportunities to reflect the co m m unities we serve, and welco m e applicants with diverse thoughts, backgrounds, and experiences.
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

**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 mínimal labor disputes
May perform other job duties as directed by Employee’s Leaders
Knowledge, Skills, and Abilities
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 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 weaknesse

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