Customer Service Agent - MSY; Part-Time

Job Description

Want to be the friendly face that welcomes customers to Southwest? As a Customer Service Agent 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 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. See what a day as a Customer Service Agent looks like: swa.is/DayWithCSA

• This is a part‑time opportunity. Part‑Time Employees generally work 32 hours over 5 days, but schedules are determined in accordance with a seniority‑based bidding process.
• New hires will complete 4–6 weeks of training: 8 hours of classroom or on‑the‑job training over 5 days each week.
• After completing training, part‑time new hire work weeks comprise 6.5‑hour shifts over 5 days, with the potential for mandatory overtime.
• This role is part of a Collective Bargaining Agreement (CBA), so pay, schedules, and other job details are set through an agreement with the 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.
• U.S. citizenship or current authorization to work in the U.S. is required. No current or future work‑authorization sponsorship is available.
• Learn more about becoming a Customer Service Agent and the FAQs:

• Pay of $20.22 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.
• Fly for free as a privilege on any open seat on all Southwest flights (eligible dependents too).
• Southwest will help fund your Retirement Savings Plan, which includes a dollar for dollar 401(k) company match contribution up to 10% of your eligible earnings.
• Potential for annual profit‑sharing contribution in the Southwest Retirement Savings Plan.
• Competitive health insurance for you and your eligible dependents.
• Health plan coverage options start from the 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:

• 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…