Job Summary:

Southwest Airlines, one of the most iconic and customer-focused airlines in the industry, is looking for dedicated, motivated, and empathetic individuals to join our Customer Service team. As a part-time, entry-level remote customer service representative, you will be the first point of contact for our passengers, offering outstanding assistance and ensuring a seamless travel experience. This is an exciting opportunity to be part of a high-energy company known for its fun, friendly, and supportive culture.

If you are passionate about helping people and want to build a career in customer service with a company that values diversity, inclusion, and professional growth, Southwest Airlines is the place for you!

Key Responsibilities:

• Customer Assistance: Provide world-class customer service by assisting passengers with booking inquiries, flight changes, cancellations, and providing up-to-date flight information via phone, email, and chat support.

• Problem Resolution: Listen to customer concerns attentively, analyze problems, and offer clear, effective solutions in a timely manner.

• Reservation Management: Help customers navigate our booking system to modify, cancel, or rebook flights, ensuring accurate details are entered into the system.

• Complaint Handling: Address and resolve customer complaints in a professional, empathetic, and calm manner, always striving to exceed customer expectations.

• Ticketing and Payments: Assist with ticketing inquiries, provide information about available payment options, and guide customers through the booking process.

• Compliance and Procedures: Follow Southwest Airlines policies and procedures to ensure smooth transactions and adherence to industry standards, including customer privacy and security guidelines.

• Team Collaboration: Work closely with team members and managers to share insights, improve processes, and contribute to a positive work environment.

Required Skills and Qualifications:

• Communication: Strong verbal and written communication skills are essential for engaging with customers clearly and professionally.

• Customer-Centric Mindset: Demonstrate a passion for customer service and a desire to go the extra mile to resolve issues and ensure customer satisfaction.

• Technical Skills: Proficiency with basic computer systems and ability to learn new software quickly. Experience with customer service platforms or ticketing systems is a plus.

• Detail-Oriented: Ability to pay attention to detail while managing multiple customer interactions simultaneously.

• Time Management: Strong organizational skills and ability to prioritize tasks in a remote work environment.

• Adaptability: Comfortable working in a fast-paced, changing environment with the ability to handle multiple customer concerns simultaneously.

Experience:

• Minimum Experience: No prior customer service experience is required, but previous experience in a customer-facing role (in-person, over the phone, or via digital channels) is a plus.

• Preferred Experience: Experience working remotely, especially in a customer service, hospitality, or retail environment, is highly valued.

Working Hours:

• This is a part-time position with flexible working hours, including weekends, evenings, and holidays.

• Shift schedules will vary depending on business needs, with the option to work remotely from the comfort of your own home.

• Ideal candidates should have availability to work between 15-30 hours per week.

Knowledge, Skills, and Abilities:

• Technology: Comfort with virtual communication tools (Zoom, Microsoft Teams, etc.), CRM software, and chat systems is beneficial.

• Conflict Resolution: Ability to de-escalate tense situations and maintain a calm, professional demeanor during difficult interactions.

• Multitasking: Ability to manage multiple conversations or tasks at once while maintaining quality service.

• Empathy and Patience: Strong listening skills and an empathetic approach to solving customer issues.

• Teamwork: Ability to collaborate and contribute to the success of a remote team.

Benefits:

• Competitive Pay: Enjoy an attractive hourly wage with opportunities for incentives based on performance.

• Flight Benefits: Employees receive travel benefits for themselves and immediate family members, including discounted flights on Southwest Airlines.

• Health and Wellness: Access to a range of benefits, including medical, dental, and vision plans for part-time employees (subject to eligibility).

• Paid Time Off (PTO): Eligible employees receive PTO to take time off when needed.

• Retirement Plans: Participate in Southwest Airlines 401(k) plan with company match, helping you save for your future.

• Employee Recognition: Southwest Airlines believes in celebrating its employees. You will have access to recognition programs, events, and awards for exceptional performance.

• Career Development: Take advantage of growth opportunities within the company, including mentorship programs, training, and advancement into full-time roles.

Why Join Southwest Airlines?

At Southwest Airlines, we pride ourselves on being more than just an airline – we are a family. As one of the most well-loved companies in the travel industry, we understand the importance of creating a supportive, inclusive, and fun work environment. Whether you are just starting your career or looking for part-time flexibility, we provide the resources and opportunities to help you thrive.

We foster a culture of caring, teamwork, and mutual respect, where employees are empowered to be their best selves. You will have the chance to contribute to our mission of connecting people to what is important in their lives, while growing personally and professionally.

How to Apply:

Ready to take off on your career with Southwest Airlines? To apply, please visit our careers page on the Southwest Airlines website

Submit your resume, answer a few questions about your availability and experience, and tell us why you are excited to be a part of the Southwest Airlines team. If you meet the qualifications, you will be contacted for the next steps in the hiring process.

We look forward to hearing from you and potentially welcoming you to our Southwest Airlines family!