Customer Service Representative – Southwest Airlines (Remote Job)

Job Overview

Location
Texas City, Texas, United States
Job Type
Full Time

Additional Details

Job ID
11890
Job Views
15

Job Description

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Southwest Airlines is dedicated to connecting people to what matters most in their lives through reliable, friendly, and affordable air travel. As a Remote Customer Service Representative, you will provide exceptional support to Southwest Airlines customers, resolving their inquiries and ensuring a seamless travel experience—all from the convenience of your home. This role is perfect for individuals with strong communication skills, a customer-first attitude, and a passion for helping others.


Responsibilities

  • Assist customers with reservations, changes, and cancellations, ensuring their travel plans meet their needs.
  • Address inquiries about Southwest Airlines policies, flight schedules, and services via phone, email, or chat.
  • Troubleshoot and resolve customer issues, including billing discrepancies, technical issues, and travel disruptions.
  • Guide customers on how to use Southwest digital tools, such as the mobile app and website.
  • Maintain a high level of professionalism and empathy when handling complaints or concerns, escalating issues when needed.
  • Work collaboratively with internal teams to provide accurate and timely information to customers.
  • Meet performance metrics, including response time, resolution time, and customer satisfaction.
  • Stay informed about Southwest Airlines promotions, programs, and travel updates to better assist customers.

Qualifications

Education

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

Experience

  • Required: Previous experience in customer service, call center, or a related field.
  • Preferred: Experience working remotely or in a fast-paced customer-facing role.

Skills & Abilities

  • Exceptional verbal and written communication skills to deliver clear and professional assistance.
  • Strong problem-solving skills and the ability to adapt quickly to changing situations.
  • Proficiency with basic computer applications and a willingness to learn Southwest Airlines tools and systems.
  • Ability to manage multiple tasks and prioritize effectively in a remote environment.
  • A customer-focused mindset with the ability to empathize and resolve issues efficiently.
  • Bilingual (e.g., Spanish) capabilities are a plus but not required.

Additional Details

  • Work Location: Remote, with occasional travel for training or company 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: Comprehensive medical, dental, and vision insurance.
  • Retirement Plans: 401(k) with company match and profit-sharing opportunities.
  • Travel Perks: Free or discounted flights for employees and their eligible dependents.
  • Paid Time Off: Vacation, holidays, and sick leave to promote work-life balance.
  • Career Development: Training programs and opportunities for advancement within the company.
  • Employee Assistance Program (EAP): Confidential counseling and resources for personal and professional support.
  • Work-Life Balance: Enjoy the flexibility of working from home while supporting Southwest customers.

Join the Southwest Airlines family as a Remote Customer Service Representative and help us deliver world-class support while enjoying the flexibility of remote work and the incredible perks of the airline industry.

Southwest Airlines is proud to be an equal opportunity employer, fostering a diverse and inclusive work environment.

Location

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