Customer Service Agent - FAT

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.

Want to be the friendly face that welcomes Customers to Southwest? As a Customer Service Agent at Southwest, you’ll work at the ticket counter, gate area, and baggage service office to help Customers check in, answer questions, and make sure their travel goes smoothly. You’ll be one of the first Southwest Employees our Customers meet, and you’ll help set the tone for a great trip.

You’ll also be there to support Customers when travel plans change, offering help and care during delays or disruptions. In this fast‑moving role, your friendly attitude, teamwork, and patience make a big difference every day.

• This role is part of a Collective Bargaining Agreement (CBA), which means pay, schedules, and other job details are set through an agreement with the International Association of Machinists and Aerospace Workers (IAM) labor union.
• Work schedules are based on seniority and may include early mornings, late nights, weekends, and holidays. There may be times when mandatory overtime is required to support flight operations, but there are also opportunities to trade shifts and find a schedule that works for you.
• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.
• Learn more about becoming a Customer Service Agent and check out the FAQs:

• 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.
• 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, pages customers, resolves problems or complaints and assists 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.

• 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…