Responsibilities:
WORK ACTIVITIES/CONTEXT:
Must have passion for providing outstanding Customer Service and hospitality to each Customer regardless of his/her behavior, language, and tone.
Responsible for providing responses to telephone and e-mail inquiries from internal and external Customers with a heavy emphasis on conflict resolution.
Uses excellent judgment to analyze problems and choose the appropriate solution in order to resolve the Customer’s complaints and to ensure Customer loyalty.
After the training program, must display a strong knowledge of all aspects of Company structure, as well as, operating philosophies, policies, and procedures with particular focus on terms and conditions of the Contract of Carriage and Rapid Rewards Program.
Ability to utilize open-ended questions to maximize information gathering with an emphasis on first contact resolution.
All communication channels will be used – including, but not limited to telephone, e-mail, and social media (writing sample required and skills assessed).
Acts as a support to all Company personnel in clarifying Company practices, policies, and procedures.
Potential to assist with monitoring Internal Help Desk Line for Peer-to-Peer Coaching on escalated situations.
Work is performed in a highly organized and restrictive environment with quality and performance metrics.
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 required.
PHYSICAL ABILITIES:
Ability to type and/or use a computer keyboard with sufficient speed and accuracy to meet the demands of the quality and performance metrics.
Must be able to meet physical requirements to remain at a fixed work station answering telephones, e-mail, and social media posts, using a headset and dual monitors.
Ability to learn, comprehend, retain, and complete tests during the six-week training course with a requirement of maintaining at least an 80% average.
SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:
Excellent communication skills—reading, writing, proofreading, speaking, and listening.
Ability to write an executive level summary that is comprehendable for capturing critical data to drive accurate reporting.
Must be able to quickly learn a wide variety of software and procedural information, as well as multiple computer systems.
Must be able to follow instructions, as well as learn and understand airline procedures, rules, and regulations.
Must be able to keep abreast of information in an ever changing industry.
Must have the ability to think like an owner and make excellent decisions to resolve Customer complaints.
Maintaining the Department quality and productivity goals while balancing special tasks and/or other responsibilities, plus adapt to future changes in these goals.
Ability to thrive in a fast paced environment, meet deadlines, and work with multiple software applications at one time.
Must be an excellent Team Player, and at the same time be able to work independently with little supervison.
Must have strong organization skills with a keen eye for accuracy and attention to detail.
Ability to prioritize work with frequent interruptions and work under time constraints to meet hourly, daily, and monthly expectations.
Must be able to perform computations necessary for fare calculations, refund adjustments, compensation values, and other mathematical problems.
Must have strong integrity and ensure that proprietary and sensitive Company and Customer information is kept confidential.
Must be able to comply with Company attendance standards as described in established guidelines.
OTHER QUALIFICATIONS:
Must have flexibility regarding work hours, operation is seven days a week, with rotating shifts, including nights and weekends.
Attendance, schedule adherence, and ontime performance are a high priority and Company standards will be followed as described in established Employee Guidelines.
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
Southwest Airlines is an Equal Opportunity Employer.
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