Southwest Airline Customer Service

Job Information

Position:
Customer Service Agent

Salary: $20-30 per hour

Location:

Tallahassee, Florida, USA

Education:

Bachelor’s Degree (required)

Southwest Airlines seeks a Customer Service Agent to provide courteous and efficient service at ticket counters, administration offices, and entryway regions. The agent is often the primary touchpoint for travelers, playing a vital role in creating a friendly experience.

• Offers cordial assistance and maintains positive relationships with all interior and exterior customers
• Works cooperatively to ensure the organization’s objectives are met
• Provides outstanding customer support to individuals traveling, using freight, or accessing administrative services by addressing their needs
• Handles ticketing, registration, boarding, and related tasks within the automated retail location framework, and resolves related complaints and issues
• Manages cash, checks, visas, travel vouchers, and coupons; processes charges, provides change, and balances daily transactions; is responsible for errors or overages
• Assesses baggage and freight, and provides appropriate handling
• Answers phones to provide information, page clients, resolve issues, or grievances, and provide assistance on a case‑by‑case basis
• Handles exchanges to ensure aircraft are loaded efficiently and effectively
• Manages issues related to oversales, postponed or cancelled flights, lost, delayed, or damaged luggage; resolves such issues promptly and within company policy
• Provides accurate travel information, itineraries, reservations, flight status, and answers general requests from customers and passengers at the terminal
• Completes required documents and reports as expected by the organization
• Prepares and submits incident and complaint reports as required

• Capacity to type or use a PC at an adequate speed to meet the role’s requirements
• Ability to understand records, adhere to guidelines, learn and comprehend tagging systems, rules, and procedures
• Ability to cooperate with team members, interact with the general public, and work under stressful circumstances
• Expected to achieve at least an 80% performance score during the assessment period
• Knowledge of risk situations and ability to handle crises on a case‑by‑case basis
• Ability to work under strict time requirements to ensure efficient aircraft turnaround
• Demonstrates a professional appearance and familiarity with the Ground Tasks Representative Handbook and other operational guidelines
• Ability to perform job functions within a confined space
• Effective verbal communication skills over the phone and in person, and ability to use radio equipment if required
• Strong oral and written communication skills
• Ability to convey data and directions verbally or via radio hardware