Customer Service Agent - GRR; Part-Time

Position Overview

Southwest Airlines is seeking a Customer Service Agent to work at the ticket counter, gate area, and baggage service office. The role involves helping customers check in, answering questions, and ensuring a smooth travel experience. The position supports customers during delays or disruptions, requiring a friendly attitude, teamwork, and patience.

For external applicants only:
Southwest will consider your interest if you are currently a resident of the State of Michigan. Candidates who have been interviewed and not selected for the Customer Service Agent position at GRR within the last 12 months will not be considered.

• Fly for free on any open seat on all Southwest flights (eligible dependents included)
• Southwest will fund retirement savings, with a dollar‑for‑dollar 401(k) match up to 10% of eligible earnings
• Potential for annual profit‑sharing in the Southwest Retirement Savings Plan
• Competitive health insurance for you and eligible dependents
• Health plan coverage starts on first day of employment, with 30 days to enroll
• More benefits:

• This is a part‑time opportunity, typically 32 hours over 5 days, schedules set by seniority‑based bidding
• New hires complete 4‑6 weeks of training, 8 hours per day over 5 days each week
• After training, part‑time new hires work 6.5‑hour shifts over 5 days, with potential mandatory overtime
• The role is covered by a Collective Bargaining Agreement (CBA), setting pay, schedules, and other details
• Work schedules may include early mornings, late nights, weekends, and holidays, with mandatory overtime sometimes required
• U.S. citizenship or current authorization to work in the U.S. required; no work‑authorization sponsorship available
• Learn more and FAQs: ‑service‑agents

• Provide friendly service to and maintain positive relationships with all internal and external customers
• Work cooperatively to ensure company success
• Offer legendary customer service to travelers, cargo, or baggage service users
• Handle ticketing and check‑in using computerized point‑of‑sale systems, boarding, baggage service, reservations, and resolving related complaints
• Greet customers politely, handle payments, compute charges, make change, and balance daily transactions; manage overage or shortage
• Check in baggage and cargo, answer calls, page customers, resolve problems, and assist as needed
• Deal with mishandled customers due to oversells, delayed or canceled flights, lost/delayed/damaged luggage; resolve quickly per company guidelines
• Provide accurate fare, schedule, reservation, flight arrival/departure information, and answer inquiries
• Complete forms and reports as required by the company
• Write irregularity and complaint reports as required
• Duties may vary by station size and organization
• Must meet physical ability requirements listed in this description
• May perform other duties as directed by leaders

• Typed computer skills at sufficient speed for the job
• Read documents, follow instructions, and learn ticketing procedures
• Teamwork, meet the public, and work under stress
• Complete Customer Service Agent training with ≥80% average during evaluation period
• Aware of hazardous situations and handle emergencies
• Work under tight time constraints to achieve quick aircraft turns
• Present a well‑groomed appearance per the Ground Operations Employee Handbook and Labor Agreement
• Perform all job functions in limited space
• Communicate verbally by telephone, face‑to‑face, and public address systems
• Possess good written and oral skills
• Communicate instructions verbally or via radio equipment

No education requirement.

No experience requirement.

• Must obtain a SIDA badge and meet all local airport requirements
• May need a Customs Seal and requirements to work international flights

• Lift or move items up to 70 pounds regularly; lift 40‑50 pounds onto raised surfaces repeatedly
• Climb, bend, kneel, and stand frequently and for extended periods
• Maintain ability to wear prescribed uniforms

• Maintain a well‑groomed appearance per company guidelines
• U.S. citizen or authorized to work in the U.S. under the Immigration Reform Act of 1986
• At least 18 years old
• Comply with company attendance standards
• Work shift work and/or overtime
• Foreign language skills desirable but not required
• Pay amount does not guarantee employment for any period; 401(k) match subject to vesting schedule
• Profit‑sharing contributions subject to retirement savings plan vesting and discretionary company decision

$20.22 per hour with future increase potential per collective bargaining agreement wage scale.

Southwest Airlines is an Equal Opportunity Employer.

Job Posting End Date: 03/11/2026