Supervisor Customer Service - JAX

Department

Ground Operations

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.

For external applicants only: (1.) Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Florida. (2.) Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or in person and not selected for the Supervisor Customer Service position at JAX within the last 12 months.

Pay of $34.95 to $36.39 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.

• 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 that start 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:

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 Airport Op 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.

• 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

• 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…