Southwest Airlines Careers | Supervisor Customer Service Job, Seattle

Southwest Airlines

Job Description

Provides Legendary Customer Service by managing Customer Service Agents, Operations Agents and Skycaps and overseeing their work performance to ascertain that all job assignments are carried out according to Company regulations in a safe and efficient manner to assure that an on-time operation is maintained.

Your main responsibilities in this role include the following:

Duties and Responsibilities

• Provides special care, attention, and assistance to internal and external SWA Customers as needed

• Assists in training and mentoring Operations Agents, Customer Service Agents and Skycaps to ensure awareness of appropriate regulations, procedures, and Company policies

• Manages and evaluates the work performance of Operations Agents, Customer Service Agents and Skycaps to ensure that their work performance, attendance, and appearance meet Company requirements

• Sets clear expectations on daily assignments and procedures or process changes to Employees

• Recognizes Team member achievements and ensures appropriate and effective coaching/accountability is delivered to address performance shortcomings

• Actively coordinates with all departments to maintain the station's on-time performance

• Partners with fellow Supervisors and Leadership to achieve Station objectives

• Ensures all Operations Agents, Customer Service Agents and Skycaps are properly assigned and utilized. Requests overtime as needed and maintains maximum use and efficiency of all Employees on duty

• Proactively reallocates Employees as needed and assigns rest and meal breaks as required

• Determines that aircraft are properly serviced and provisioned prior to departure and that all forms and records are properly completed and maintained

• Checks on supplies and equipment to determine that station needs are met

• May perform SIDA signatory responsibilities as assigned

• 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

• Ability to successfully complete Customer Service and Operations Agent training and perform all essential job functions of Customer Service and Operations Agents.

• Ability to assume a high level of responsibility

• Ability to work with others as part of a Team, meet the public and work in a variety of challenging situations under stressful conditions

• Ability to effectively communicate information and instructions verbally, via radio equipment, via telephone, face to face, via public address systems and in writing

• Ability to read documents, follow instructions, learn, understand, and teach Operations & Customer Service procedures, rules, and regulations.

• Must be able to read and write English

• Ability to type and/or use a computer keyboard with sufficient speed to meet the demands of job

• Ability to sufficiently use and navigate current computer software, including Microsoft Office products

• Ability to work in airport operation office, gate area, jetways and air freight facilities. May be exposed to a wide variety of weather conditions and jet and machinery noise and fumes

• Ability to demonstrate high awareness of hazardous situations and maintain safe working environment in addition to handling emergencies as needed

• Ability to maintain alertness to moving vehicles and aircraft

• Ability to work safely and with urgency under tight time constraints to accomplish quick turns of aircraft

• Ability to demonstrate strong organizational skills and attention to detail

• Ability to solve complex operational problems

• Ability to manage highly sensitive and confidential information

• Knowledge of Customer Service Agent, Ramp, Operations, Provisioning and Freight Agent collective bargaining agreements and Company policies and procedures preferred

• No education requirement

• Preferred: 2 years of airline related work experience in customer service functions

• Must be able to obtain a SIDA badge and meet all local airport requirements

• Preferred: A valid driver's license issued in the United States

• Ability to obtain GSC qualification and comply with DOT drug and alcohol testing program

• May be required by Station Leadership to obtain a Customs' Seal and meet all requirements to work international flights

• Ability 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

• Ability to climb, bend, kneel and stand on a frequent basis and for extended periods

• Ability to work in cramped or high places

• Ability to carry heavy items up and down jetway stairs

• Must maintain the ability to wear prescribed uniforms

Other Qualifications

• 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 able to comply with Company attendance standards as described in established guidelines

• Must be at least 18 years of age

• Must be able to work various shifts including nights, weekends, holidays, and overtime and some travel may be required for training

Job Details

Company: Southwest Airlines

Employment Type: Full-time

Job Location: Seattle, Washington, United States

Apply