Customer Service Agent (Part Time)
Job Description
About the position
The Midland Customer Service Agent (Part-Time) position at Southwest Airlines is designed for individuals who are passionate about providing exceptional customer service in a dynamic airport environment. This role involves interacting with customers at various service points, including ticket counters and baggage service offices, ensuring a friendly and efficient travel experience. Agents will be responsible for handling ticketing, check-in, and resolving customer inquiries and issues, all while maintaining a hospitable atmosphere.
Responsibilities
Provides friendly service to and maintains positive relationships with all internal and external Customers
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Works in a cooperative spirit to ensure the success of the Company
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Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs
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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
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Greets and handles Customers in a polite and friendly manner
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Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets
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Computes charges, makes change and balances daily transactions
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Checks in baggage and Cargo
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Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed
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Handles transactions required to board the aircraft in a timely and efficient manner
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Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage
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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
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Completes forms and reports as required by the Company
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Writes irregularity and complaint reports as required
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May perform other job duties as directed by Employee’s Leaders
Requirements
Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job
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Able to read documents, follow instructions, learn and understand ticketing procedures, rules and regulations
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Ability to work well with others as part of a team, meet the public, and work under stressful situations
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Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
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Must be aware of hazardous situations and be able to handle emergencies as needed
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Must work under tight time constraints to accomplish quick turns of aircraft
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Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement
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Must be able to perform all job functions within a limited space
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Must be able to effectively communicate verbally by telephone, face to face and on public address systems
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Must possess good written and oral skills
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Must be able to communicate information and instructions verbally or via radio equipment
Nice-to-haves
Foreign language skills are desirable, but not required
Benefits
Pay of $19.06 per hour with opportunities for overtime and shift premiums
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Fly for free on any open seat on all Southwest flights for you and eligible dependents
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Company contributions up to 9.3% of eligible earnings for Retirement Savings Plan
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Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan
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Competitive health insurance for you and your eligible dependents, including pets, starting from the first day of employment