location_0_addressRegionName

location_0_addressCountryName

OFFSITE

PERMANENT

FULL_TIME

jobPosting hiringOrganization as json hashed.

ADAPTED_NOW

UNKNOWN

YEAR

Customer Services Manager

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. 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.

Salary

ACTIVE

Southwest Airlines

Supervisor Customer Service - SEA

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 external applicants only: (1.) Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Washington. (2.) Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or inperson and not selected for the Supervisor, Customer Service position at SEA within the last 12 months.*** Pay & Benefits: Pay of $34.94 to $43.65 per hour*, depending on qualifications and experience**. Opportunities for overtime and shift premiums. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company. Benefits you'll love: * Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too) * Southwest will help fund your Retirement Savings Plan, which includes a dollar-for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings*** * Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan-when Southwest profits, you profit*** * Competitive health insurance for you and your eligible dependents Southwest offers health plan coverage options starting from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment. * Explore more benefits you'll love: https://careers.southwestair.com/benefits * Explore our benefits for paid time off/vacation, holiday, and sick leave: https://careers.southwestair.com/washington-benefits-supervisor Job Summary The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what's important in their lives through friendly, reliable, and low-cost air travel. Our Customer Service Supervisors manage and train Customer Service Agents, Operations Agents, and Skycaps at our Station. This role connects with many People to ensure the assignments of various Ground Operations Teams are completed with Safety as the top priority. The Customer Service Supervisor serves as a Leader by observing and offering guidance, ensuring Safety and compliance procedures are followed, and reading and delivering communications to convey important updates. Customer Service Supervisors seamlessly pivot from one task to another as needed and are strategic thinkers who communicate effectively while leading and supporting a Team. Additional details A role that includes working assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays. U.S. citizenship or current authorization to work in the U.S. required and no current orfuture workauthorization sponsorship available. We're committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics. 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 minimal 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 applicable Collective Bargaining Agreements and their applications 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 weaknesses of alternative solutions, conclusions, or approaches to problems Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources) Ability to apply general rules to specific problems to produce answers that make sense Ability to recognize and address performance and safety concerns in a timely manner Ability to ensure all equipment is maintained and available for the operation Education NA Experience Fully functioning, broad knowledge in: Airlines Operation Management Customer Service Licensing/Certification Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights Physical Abilities Ability to perform work duties from [limited space workstation/desk/office area] for extended periods of time Ability to communicate and interact with others in the English language to meet the demands of the job Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job Ability to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces. Ability to climb, bend, kneel, crawl, and stoop on a frequent basis and for an extended period Ability to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions. Ability to perform assigned duties in outdoor and inclement weather conditions 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 the 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 *Pay amount doesn't guarantee employment for any particular period. **Pay rates may increase over time based on performance and market movement up to a top of scale rate of $43.65. **401(k) Company match contributions are subject to the plan's vesting schedule. Match contributions may vary based on the position. ****Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company Please print/save this job description because it won't be available after you apply. Southwest Airlines is an Equal Opportunity Employer.

salaryMin

salaryMax

payPeriod

currency

Administrative Skills

Coaching

Collective Bargaining

Communication Skills

Computer Workstations

Contract Management

Customer Satisfaction

Customer Service Management

Customer Service Operations

Customer Support/Service

Customer Training

Customer/Client Research

English Language

Equipment Maintenance/Repair

Exceeded Sales Goal

File Management

Forecasting

Health Plan

Human Resources

Leadership

Lift/Move 40 Pounds

Lift/Move 50 Pounds

Lift/Move 70 Pounds

Maintain Compliance

Metrics

Operations Management

Operations Processes

Organizational Skills

Performance Analysis

Quality Metrics

Records Management

Resolve Customer Issues

Resource Management

Retirement Funds

Safety Compliance

Safety Process

Safety/Work Safety

Status Reports

Stenography

Strategic Planning

Talent Management

Team Lead/Manager

Test Program

Time Management

United States Citizen

Word Processing

monster

Customer Services Representative

Handles any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems. Provides current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal.

Customer Service Agent - SEA

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 external applicants only: (1.) Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Washington. (2.) Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or inperson and not selected for the Customer Service Agent position at SEA within the last 12 months.*** Pay & Benefits: Pay of $19.63 per hour*, with the opportunity for future increase per applicable collective bargaining agreement wage scale based on time in position**. Opportunities for overtime and shift premiums. Benefits you'll love: Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too) Southwest will help fund your Retirement Savings Plan, which includes a dollar-for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings*** Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan-when Southwest profits, you profit*** Competitive health insurance for you and your eligible dependents Southwest offers health plan coverage options starting from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment. Explore more benefits you'll love: https://careers.southwestair.com/benefits Explore our benefits for paid time off/vacation, holiday, and sick leave per applicable collective bargaining agreements: Washington Benefits Customer Service Agent | Southwest The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what's important in their lives through friendly, reliable, and low-cost air travel. Our Customer Service Agents extend Hospitality to Southwest's Customers at the ticket counter, baggage service office, and gate area. Customer Service Agents are often the first Southwest Employee our Customers interact with during their travel experience and set a hospitable tone for our Customers' trip. They're friendly, patient problem solvers who enjoy multitasking and working in a dynamic, safe environment. Check out what a day as a Customer Service Agent is like: swa.is/DayWithCSA Additional details This role is part of a Collective Bargaining Agreement (CBA), and it includes working assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays. U.S. citizenship or current authorization to work in the U.S. required and no current orfuture workauthorization sponsorship available. Learn more about becoming a Customer Service Agent and the FAQs: careers.southwestair.com/customer-service-agents. We're committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics. Responsibilities Provides friendly service to and maintains positive relationships with all internal and external Customers Works in a cooperative spirit to ensure the success of our Company Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs Handles any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems Responsibilities include greeting and handling Customers in a polite and friendly manner. Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets. Computes charges, makes change and balances daily transactions. Is responsible for overage or shortage Checks in baggage and Cargo. Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed. Handles transactions required to board the aircraft in a timely and efficient manner Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage. Resolves such problems quickly and within guidelines established by the Company Provides current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal Completes forms and reports as required by the Company Writes irregularity and complaint reports as required Duties may vary due to the size and organization of the station Must be able to meet any physical ability requirements listed on this description May perform other job duties as directed by Employee's Leaders Knowledge, Skills and Abilities Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job Able 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 Education No education requirement Experience No experience requirement Licensing/Certification Must be able to obtain a SIDA badge and meet all local airport requirements May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights Physical Abilities 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 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 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 *Pay amount doesn't guarantee employment for any particular period. **Pay rates increase according to the terms of the collective bargaining agreement, up to a top of scale rate of $39.50 **401(k) Company match contributions are subject to the plan's vesting schedule. Match contributions may vary based on the position. ****Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company. Pay Rate: $19.63 Please print/save this job description because it won't be available after you apply. Southwest Airlines is an Equal Opportunity Employer.

Airline Reservation

Calendar Management

Cargo/Freight

Credit Cards

Frequently Asked Questions (FAQ)

Multilingual

Multitasking

Point of Sale (POS) Systems

Presentation/Verbal Skills

Problem Solving Skills

Regulations

Telephone Skills

Training Program

Writing Skills

Ramp Agent

The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what's important in their lives through friendly, reliable, and low-cost air travel. Ramp Agents are problem-solvers who enjoy working in a fast-paced environment and collaboratively with other Ground Operations Teams to meet flight departure timelines.

The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what's important in their lives through friendly, reliable, and low-cost air travel. Our Ramp Agents work in the outdoor elements to direct planes on the ground, handle cargo/baggage, and ensure our ground operations run smoothly. Ramp Agents are problem-solvers who enjoy working in a fast-paced environment and collaboratively with other Ground Operations Teams to meet flight departure timelines. Check out what a day on the ramp is like: swa.is/DayOnTheRamp

KPMG

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