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:
WORK ACTIVITIES/CONTEXT:
- Responsible for providing responses to correspondence from internal and external Customers with a heavy emphasis on complaint resolution.
- Uses good judgment to analyze problems and choose appropriate solutions in order to resolve Internal and External Customer needs.
- Is familiar with all aspects of Company structure, operating philosophy, policies, and procedures with particular focus on terms and conditions of the Contract of Carriage and Frequent Flyer Program.
- Answers Customer inquiries across all communication channels – including, but not limited to e-mail, telephones, and written correspondence (written test required).
- Heavy emphasis on Customer contact for complaint resolution.
- Acts as support to all Company personnel in clarifying Company practices, policies, and procedures.
- Operates and is proficient with PC equipment utilizing current specified software packages and other programs and functions.
- Operates current standard office equipment.
- Must be able to successfully complete applicable training courses.
- Assists with monitoring Internal Help Desk line to assist Representatives with escalated correspondence.
- Work is performed in a highly organized and restrictive environment requiring extended periods of time at a fixed work position.
- Must be able to meet any physical ability requirements listed on this description.
- May perform other job duties as directed by Employee’s Leaders.
Qualifications:
BASIC QUALIFICATIONS:
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.
EDUCATION:
- Bachelor’s degree preferred.
WORK EXPERIENCE:
- 1-2 years of Customer Service experience preferred.
- 6 months of Customer Relations experience with an airline preferred, but not required.
- 1-2 years of Customer Service experience with one of the following Companies:
- Starbucks, Disney, Target, The Container Store, Amazon.com, Nordstrom, or Southwest Airlines preferred.
- Successful completion of Southwest Airlines NoLimits Internship program is desirable, but not required.
PHYSICAL ABILITIES:
- To include, but not limited to bending, stooping, reaching, standing, and lifting.Ability to type and/or use computer keyboard with sufficient speed and accuracy to perform the duties of the job.
- Ability to type and/or use computer keyboard with sufficient speed and accuracy to perform the duties of the job.
SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:
- Capacity to read, comprehend, and proofread a variety of documents, follow instructions, learn and understand airline procedures, rules, and regulations.
- Must have the ability to keep abreast of information pertinent to the job such as special promotions, new procedures, etc.
- Must demonstrate good listening, written, and verbal communication skills with the ability to write an executive summary of a given inquiry.
- Must have judgment sufficient to handle and resolve routine Customer correspondence.
- Must be able to maintain Department productivity and quality goals while balancing special tasks and/or other responsibilities.
- Ability to function in a fast paced environment, meet deadlines, juggle multiple tasks, and work as a Teamplayer with little supervision.
- Organizational skills a must with a keen eye for accuracy and attention to detail.
- Ability to prioritize work with frequent interruptions and work under time constraints to accomplish assignments.
- Must be able to perform computations necessary for fare calculations, refund/adjustment values, and other mathematical problems.
- Must meet confidentiality expectations as to confidential, proprietary, and sensitive Company information.
- Must be able to comply with Company attendance standards as described in established guidelines.
OTHER QUALIFICATIONS:
- Ability to work rotating shifts, including nights and weekends, and adhere to schedule including lunch and break times.
- Foreign language skills are desirable, but not required.
- Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
Southwest Airlines is an Equal Opportunity Employer of women, minorities, qualified disabled, and covered veterans. Qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability, veteran status, sexual orientation, gender identity, or other legally protected status.
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361 reviews
Southwest Airlines Co. (Southwest) is a passenger airline that provides scheduled air transportation in the United States. As of December…
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