Job Description
Provides legendary Customer Service by effectively communicating with Customers via telephone and electronic channels (including but not limited to social media) while following the Southwest Airlines Expectations. Customer Representatives must efficiently and properly resolve Customer concerns and promote the Southwest Airlines product by providing information, booking reservations, selling tickets and performing related tasks. Customer Representatives must possess effective problem solving skills, must consistently provide excellent Customer Service, and must be willing and able to contribute to the development of their own skills as well as a growing Team environment.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Responsible for providing Legendary Customer Service to people desiring to travel by determining and recommending the service that meets the Customers' needs.
Communicates with Customers by telephone, or through electronic channels, to furnish information regarding fares, schedules, routings, flights and availability of space for travel on Southwest Airlines.
Provides support for Customers navigating on southwest.com and Travel Agencies.
Finalizes sales of Southwest Airlines flights, sells ancillary products, confirms reservations, and provides information regarding ticket purchase and other special services.
Answers Customer inquiries regarding flight arrivals, delays, cancellations, flight irregularities, facilities, and other general information.
May be assigned a Service Desk classification performing Customer resolutions or communicating to Customers through enhanced communications.
Resolves general Customer Service concerns through effective Customer Service techniques.
Works in a highly organized, restrictive environment requiring extended periods of time at a fixed work position answering telephone calls within established guidelines, procedures, and performance standards.
Utilizes computerized reservations system including a computerized video display terminal and keyboard on a constant basis to book reservations and retrieve information on flights and schedules.
Operates and is proficient with PC equipment utilizing current specified software packages and other programs and functions.
Attends initial and ongoing training (classroom, online, and/or on -the-job), and keeps current and proficient on knowledge, information, and equipment that is pertinent to the job.
Performs other duties as may be assigned relative to the operation of a Customer Support and Service Center. Duties vary by size and organization of the Center.
Demonstrates respect, sensitivity, and concern for Customers’ needs with a professional and pleasant attitude.
Use excellent judgment and strong decision making skills to resolve common Customer issues.
Must be able to meet any physical ability requirements listed on this description.
May perform other job duties as directed by Employee's Leaders.
Job Requirements
High School Diploma, GED or equivalent education required.
Bachelor's degree preferred.
Foreign Language preferred.
1-2 years of Customer Service experience required.
Strong proficiency for performing multiple software functions required.
Ability to type and/or use computer keyboard with sufficient speed and accuracy to perform the duties of the job.
Must be able to sit for long periods of time and ability to wear headset.
Must be able to comply with Company attendance standards as described in established guidelines.
Ability to work well with others as part of a Team, excellent verbal communication, written skills, and interpersonal skills.
Must possess excellent telephone manner, well-modulated voice, and capability to work under stressful situations.
Capacity to read and comprehend a variety of documents, follow instructions, learn and understand airline and ticketing procedures, rules, and regulations.
Ability to balance Customer demands with the needs of the business and effectively resolve Customer issues with a sympathetic attitude
Ability to adapt to change and have the ability to comprehend and keep abreast of information pertinent to the job such as special promotions, new procedures, etc.
Ability to demonstrate good listening, written, and verbal communication skills.
Possess strong decision-making skills to sufficiently handle and resolve routine Customer inquiries
Ability to be self-disciplined and self-managed to meet deadlines, multi-task, and work as a Teamplayer with little supervision.
Must have good organizational skills with a keen eye for accuracy and attention to detail.
Demonstrated ability to prioritize work to accomplish assignments.
Ability to send and receive e-mail correspondence.
Ability to initiate searches for miscellaneous travel-related information on the Internet.
Ability to work independently and in a team environment.
Must be articulate problem solvers who can handle a wide range of situations and personalities.
Must be able to perform computations necessary for fare calculations.
Must demonstrate and maintain an extremely high regard for sensitive information.
Ability to learn a variety of software and procedural information as well as the various computer systems supported.
Ability to operate and is proficient with PC equipment utilizing current specified software packages and other programs and functions.
Must be able to successfully complete initial and ongoing training (classroom, online, and/or on-the-job) and keeps current and proficient on knowledge, information, and equipment that is pertinent to the job.
Ability to work well with others as part of a Team, excellent verbal communication and interpersonal skills and capability to work under stressful situations.
Must be able to work in a performance-based environment where productivity is measured.
Must work under tight time constraints to accomplish efficient sale and booking of reservations, and properly resolving Customer concerns.
Ability to work rotating shift work.
Ability to work overtime for extended periods during peak workloads and adhere to schedule including lunch and break times.
Must be able to comply with Departmental attendance standards as described in labor agreements and/or established guidelines.
Demonstrated capacities to read documents, follow instructions, learn and understand Southwest policies, ticketing procedures, rules and regulations.
Must have ability to comprehend and keep abreast of information pertinent to the job such as special promotions, new procedures.
Flexible and able to work at any time, including nights, weekends and holidays.
Must be able to use resources including but not limited to online tools to troubleshoot issues both Customer oriented and technical.
Ability to create balanced win/win solutions both from a Customer and Company perspective to deliver the best Customer experience.
Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer.
Ability to maintain Department productivity and quality goals while balancing special tasks and/or other responsibilities.
Must be fluent in English.
Must be flexible regarding work hours, as operation is 24-hour, 7 days a week, with possibility of overtime for extended periods during peak workloads and adhere to schedule including lunch and break times.
Must be able to comply with Company attendance standard as described in established guidelines.
Foreign language skills are desirable, but not required.
Highly motivated self-starter with the ability to multi-task.
Must maintain a well-groomed appearance per Company appearnace 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.
Other Qualifications
Job Details
Company: Southwest Airlines
Employment Type: Full-time
Job Location: Oklahoma City, Oklahoma, United States
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