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Customer Service Representative
2 months ago
We are a leading airline that connects people to what's important in their lives through friendly, reliable, and low-cost air travel. Our company values are built on a commitment to providing exceptional customer service, safety, and a positive work environment.
Job SummaryWe are seeking a Customer Service Agent to provide friendly and efficient service at the ticket counter, baggage service office, and gate area. As a Customer Service Agent, you will be the first point of contact for our customers, handling customer inquiries, resolving issues, and ensuring a smooth travel experience.
Key Responsibilities- Provide exceptional customer service to internal and external customers
- Work in a cooperative spirit to ensure the success of our company
- Handle customer inquiries, resolve issues, and provide information on flights, fares, and travel options
- Operate a computerized point-of-sale system to process transactions and handle customer payments
- Check in baggage and cargo, and handle customer complaints and issues related to baggage and cargo
- Answer telephone calls to provide information, resolve problems, and assist customers
- Handle transactions required to board the aircraft in a timely and efficient manner
- Deal with mishandled customers due to oversells, delayed or cancelled flights, lost, delayed, or damaged luggage
- Provide current and accurate fare, schedule, reservations, flight arrival/departure information, and answer general inquiries from customers and other visitors to the airport terminal
- Complete forms and reports as required by the company
- Write irregularity and complaint reports as required
- Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job
- Ability to read documents, follow instructions, learn and understand ticketing procedures, rules and regulations
- Ability to work well with others as part of a team, meet the public, and work under stressful situations
- Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
- Must be aware of hazardous situations and be able to handle emergencies as needed
- Must work under tight time constraints to accomplish quick turns of aircraft
- Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
- Must be able to perform all job functions within a limited space
- Must be able to effectively communicate verbally by telephone, face to face, and on public address systems
- Must possess good written and oral skills
- Must be able to communicate information and instructions verbally or via radio equipment
- Must be able to lift and/or move items up to 70 pounds on a regular basis and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfaces
- Must be able to climb, bend, kneel, and stand on a frequent basis and for extended periods
- Must maintain the ability to wear prescribed uniforms
- Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
- 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 be able to comply with Company attendance standards as described in established guidelines
- Ability to work shift work and/or overtime
- Foreign language skills are desirable, but not required
We offer a competitive hourly rate of $20.65, with opportunities for overtime and shift premiums. Our benefits package includes:
- Fly for free on any open seat on all Southwest flights
- Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck
- Potential for annual ProfitSharing contribution toward retirement
- Other benefits as described in the company's benefits package
We are committed to providing a work environment that is inclusive and respectful of all employees. We welcome applicants with diverse thoughts, backgrounds, and experiences.