Customer Service Agent - RDU; Part-Time

Customer Service Agent

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.

Additional details

• This is a part-time opportunity. At Southwest, 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. Training will consist of 8-hours of classroom or on-the-job training over 5 days each week.
• After completing training, Part-Time New Hire work weeks will consist of 6.5-hour shifts over 5 days, with the potential for mandatory overtime.
• 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 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 the FAQs:

We're committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

Responsibilities

• 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
• Responsibilities include greeting and handling Customers in a polite and friendly manner. 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, page customers, resolve problems or complaints and assist 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…