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Client Relations Specialist

2 months ago

Marquand, Missouri, United States Southwest Airlines Full time

Department:

Ground Operations

Our Commitment

We strive to provide our Employees with a stable work environment that promotes equal opportunities for learning and personal development. We encourage creativity and innovation to enhance the effectiveness of Southwest Airlines. Above all, we ensure that Employees receive the same level of concern, respect, and caring attitude within the organization that they are expected to extend to every Southwest Customer.

Position Overview:

Compensation & Benefits:

Hourly pay of $19.06*, with potential for future increases based on applicable collective bargaining agreement wage scales. Opportunities for overtime and shift differentials are available.

Benefits include:

  • Free travel privileges on any open seat on all Southwest flights for you and eligible dependents.
  • Company contributions up to 9.3% of your eligible earnings towards your Retirement Savings Plan.
  • Potential annual ProfitSharing contributions in the Southwest Retirement Savings Plan - when Southwest profits, you profit.
  • Comprehensive health insurance options for you and your eligible dependents (including pets).
  • Health plan coverage options that begin on your first day of employment, with a 30-day window to select and enroll in your health plan.

Job Summary:

The team at Southwest Airlines works together to fulfill our Purpose, which is to connect People to what matters in their lives through friendly, reliable, and cost-effective air travel. Our Customer Service Agents provide exceptional Hospitality to Southwest's Customers at various service points including ticket counters, baggage service offices, and gate areas. They are often the first Southwest Employee that Customers interact with during their travel journey, setting a welcoming tone for their experience. Our Agents are friendly, patient problem solvers who thrive in a dynamic, safe environment. Here’s what a day in the life of a Customer Service Agent looks like:

Additional Information:

  • This is a union-based role with assigned shifts determined by seniority, which may include early mornings, late evenings, weekends, and holidays.
  • U.S. citizenship or current authorization to work in the U.S. is required; no current or future work authorization sponsorship is available.
  • For more details on becoming a Customer Service Agent, please refer to our FAQs.

Key Responsibilities:

  • Deliver friendly service and maintain positive relationships with all internal and external Customers.
  • Collaborate effectively to ensure the success of our Company.
  • Provide outstanding Customer service to travelers, assisting with their needs for ticketing, baggage, and cargo services.
  • Manage ticketing and check-in processes using a computerized point-of-sale system, and resolve related issues.
  • Greet and assist Customers in a courteous manner, handling various forms of payment and balancing daily transactions.
  • Check in baggage and cargo, answer phone inquiries, and assist Customers in a timely manner.
  • Address issues with Customers affected by oversells, delays, or cancellations, resolving problems swiftly within Company guidelines.
  • Provide accurate fare, schedule, and flight information to Customers and visitors at the airport terminal.
  • Complete necessary forms and reports as required by the Company.
  • Document irregularities and complaints as needed.
  • Adapt duties based on the size and organization of the station.
  • Meet any physical ability requirements outlined in this description.
  • Perform other duties as directed by Leadership.

Knowledge, Skills, and Abilities:

  • Proficient typing and computer skills to meet job demands.
  • Ability to read documents, follow instructions, and understand ticketing procedures and regulations.
  • Strong teamwork skills and the ability to work well under pressure.
  • Must successfully complete the Customer Service Agent training program with a minimum average of 80%.
  • Aware of safety protocols and capable of handling emergencies.
  • Ability to work under tight deadlines for quick aircraft turnarounds.
  • Maintain a professional appearance in accordance with Company standards.
  • Effectively communicate verbally and in writing.
  • Capable of conveying information clearly via radio equipment.

Education:

  • No formal education requirements.

Experience:

  • No prior experience required.

Licensing/Certification:

  • Must obtain a SIDA badge and meet local airport requirements.
  • May need to acquire a Customs Seal to work on international flights as required by Station Leadership.

Physical Requirements:

  • Must regularly lift and/or move items up to 70 pounds and repetitively lift weights of 40 to 50 pounds onto elevated surfaces.
  • Frequent climbing, bending, kneeling, and standing for extended periods is required.
  • Must adhere to uniform standards as prescribed.

Other Qualifications:

  • Maintain a well-groomed appearance as per Company standards.
  • Must be a U.S. citizen or have authorization to work in the U.S. as defined by the Immigration Reform Act of 1986.
  • Must be at least 18 years old.
  • Comply with Company attendance standards.
  • Ability to work shifts and/or overtime as needed.
  • Foreign language skills are a plus but not mandatory.

*Pay amount does not guarantee employment for any specific duration.

**401(k) match contributions are subject to vesting schedules and applicable IRS limits.

***ProfitSharing contributions are made at the Company's discretion and are subject to vesting schedules.

Pay Rate:

$19.06

Southwest Airlines is an Equal Opportunity Employer.
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