**Important Job Details:**

**Overview:**

 

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.

 

**Responsibilities:**

**WHAT DOES A CUSTOMER SERVICE AGENT DO FOR SOUTHWEST AIRLINES?**

 

Customer Service Agents at Southwest Airlines provide legendary Customer service by handling ticketing, baggage check-in, baggage claims, reservations, information inquiries and resolving complaints and problems.

 

**WHAT ARE SOME OF THE DAILY DUTIES OF A CUSTOMER SERVICE AGENT AT SOUTHWEST AIRLINES?** (Your duties may vary depending on the size of your work location.)

 

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;

 

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 oversales, 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;

Must maintain the ability to wear prescribed uniforms;

**Qualifications:**

**BASIC QUALIFICATIONS:**

**_Southwest Airlines is an Equal Opportunity Employer._**

 

High School Diploma, GED or equivalent education required.

 

Must be at least 18 years of age.

 

Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

 

**To work at the airport, you must be able to obtain a Secured Identification Display Area (SIDA) badge. You will be required to meet all local airport requirements. For the security access, job seekers must have no conviction, guilty plea, or judgment not guilty by reason of insanity in the last 10 years for any of the following disqualifying criminal offenses, as determined by the federal Transportation Security Administration:**

1 Forgery of certificates, false marking of aircraft, and other aircraft registration violations

2 Interference with air navigation

3 Improper transportation of a hazardous material

4 Aircraft piracy

5 Interference with flightcrew members or flight attendants

6 Commission of certain crimes aboard aircraft in flight

7 Carrying a weapon or explosive aboard an aircraft

8 Conveying false information and threats

9 Aircraft piracy outside the special aircraft jurisdiction of the United States

10 Lighting violations involving transporting controlled substances

11 Unlawful entry into an aircraft or airport area that serves air carriers or foreign air carriers contrary to

established security requirements

12 Destruction of an aircraft or aircraft facility

13 Murder

14 Assault with intent to murder

15 Espionage

16 Sedition

17 Kidnapping or hostage taking

18 Treason

19 Rape or aggravated sexual abuse 2

20 Unlawful possession, use, sale, distribution, or manufacture of an explosive or weapon

21 Extortion

22 Armed robbery or felony unarmed robbery

23 Distribution of, or intent to distribute, a controlled substance

24 Felony arson

25 A felony involving a threat

26 A felony involving: Willful destruction of property; importation or manufacture of a controlled substance; burglary; theft; dishonesty, fraud, or misrepresentation; possession or distribution of stolen property; aggravated assault; bribery; or illegal possession of a controlled substance punishable by a maximum term of imprisonment of more than 1 year, or any other crime classified as a felony that the Administrator determines indicates a propensity for placing contraband aboard an aircraft in return for money

27 Violence at international airports

28 Conspiracy or attempt to commit any of the aforementioned criminal acts listed above

**WHAT ARE THE PHYSICAL REQUIREMENTS OF A CUSTOMER SERVICE AGENT?**

 

Must be able to lift and/or move items up to 70 pounds on a regular basis and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfaces;

Must be able to climb, bend, kneel and stand on a frequent basis and for extended periods;

**WHAT ELSE DO I NEED TO KNOW ABOUT BEING A CUSTOMER SERVICE AGENT FOR SOUTHWEST AIRLINES?**

 

You will need to be available to work a variety of shifts, including nights, weekends and holidays and overtime;

 

Typing and keyboarding skills;

 

Must be able to satisfactorily complete a Customer Service Agent training program with an 80% or greater average and an evaluation period;

 

This is a union position covered by the International Association of Machinists (IAM).

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