Job Description

U.S. citizenship or current authorization to work in the U.S. is required, with no current or future work authorization sponsorship available.
High school diploma or GED required; higher education is a plus.
Strong verbal and written communication skills with the ability to provide excellent Customer Service in a virtual setting.
Proficiency in using computers, navigating multiple systems, and typing efficiently.
Ability to work in a fast-paced environment while maintaining professionalism and accuracy.
Must have a dedicated, quiet workspace and a reliable internet connection that meets Company standards.
Flexibility to work shifts, including evenings, weekends, and holidays, as needed by the business.

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.
Deliver exceptional Customer Service via phone, chat, and email, assisting Customers with reservations, flight changes, policies, and general inquiries.
Troubleshoot and resolve Customer issues efficiently and empathetically, ensuring a positive Customer experience.
Adhere to Company policies, procedures, and guidelines while handling Customer interactions.
Utilize multiple technology platforms to accurately document Customer interactions and resolve concerns effectively.
Educate Customers on Southwest Airlines policies, including baggage allowances, travel restrictions, and loyalty programs.
Collaborate with internal Teams to address Customer needs and escalate issues when necessary.
Maintain a high level of professionalism and patience when handling challenging Customer situations.
Meet or exceed performance metrics, including call handling time, Customer satisfaction scores, and resolution rates.
Continuously seek opportunities to improve the Customer experience and contribute to Southwest reputation for Hospitality.
May perform other job duties as directed by Employee Leaders.