Southwest Airlines connects people to what matters most in their lives through friendly, reliable, and affordable air travel. As a Remote Customer Support Specialist, you will be at the heart of this mission, delivering exceptional service and support to Southwest valued customers. This work-from-home position allows you to provide solutions, answer inquiries, and enhance the customer experience, all from the comfort of your home.

Responsibilities

• Provide excellent customer service by responding to inquiries via phone, email, or chat regarding flight bookings, changes, cancellations, and general travel questions.
• Troubleshoot and resolve customer issues, including billing inquiries, flight schedules, and loyalty program account concerns.
• Assist customers with navigating Southwest Airlines digital tools and platforms, such as mobile apps and the website.
• Act as a brand ambassador by maintaining professionalism and ensuring customer satisfaction with every interaction.
• Handle customer feedback and complaints, escalating issues to appropriate teams when necessary.
• Stay updated on Southwest Airlines policies, promotions, and offerings to provide accurate and timely information.
• Work effectively in a remote team environment while meeting performance metrics such as response time, resolution time, and customer satisfaction scores.

Qualifications

Education

• Required: High School Diploma or GED.
• Preferred: Associate or Bachelor degree in Communications, Business, or a related field.

Experience

• Required: Previous customer service experience (call center, retail, or similar environment).
• Preferred: Experience working remotely or in a fast-paced support role.

Skills & Abilities

• Strong verbal and written communication skills to assist customers clearly and professionally.
• Ability to manage multiple customer interactions simultaneously using various communication tools.
• Problem-solving skills and the ability to think critically to resolve customer concerns efficiently.
• Proficiency with basic computer applications and ability to learn Southwest Airlines systems and tools.
• Self-motivated with the ability to work independently and meet deadlines in a remote environment.
• Bilingual skills (e.g., Spanish) are a plus but not required.

Additional Details

• Work Location: Remote, with occasional travel for training or team events.
• Eligibility: Must be authorized to work in the United States without current or future sponsorship needs.
• Excluded States: Employees cannot reside in Alaska, Delaware, New Jersey, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.

Job Benefits

• Health Benefits: Medical, dental, and vision insurance options.
• Retirement Plans: 401(k) with company match and profit-sharing opportunities.
• Travel Perks: Free or discounted air travel for employees and eligible dependents.
• Paid Time Off: Generous vacation, holiday, and sick leave policies.
• Work-Life Balance: Flexible scheduling and the convenience of working from home.
• Career Development: Training programs and career advancement opportunities.
• Employee Assistance Program (EAP): Confidential counseling and resources for personal and professional support.

Join the Southwest Airlines family and help deliver exceptional service while enjoying the flexibility of working from home. This is an exciting opportunity to grow your career with an industry-leading company!

Southwest Airlines is an equal opportunity employer, committed to fostering a diverse and inclusive workplace.