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; associate or bachelors degree is a plus.
Previous customer service or call center experience preferred, especially in the airline or hospitality industry.
Strong verbal and written communication skills with the ability to provide excellent Customer Service in a remote setting.
Ability to navigate multiple computer systems, type efficiently, and troubleshoot basic technical issues.
Must have a dedicated, quiet workspace and a high-speed internet connection that meets Company requirements.
Ability to work flexible hours, including evenings, weekends, and holidays, based on business needs.

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.
Serve as the first point of contact for Customers via phone, addressing inquiries related to flight bookings, changes, cancellations, baggage policies, and general airline information.
Provide clear and accurate information while maintaining Southwest signature Hospitality and professionalism.
Assist Customers with resolving issues, troubleshooting concerns, and processing refunds or travel credits as needed.
Follow all Company policies and regulatory guidelines when handling sensitive Customer information.
Document interactions accurately and efficiently using internal systems.
Collaborate with internal Teams to ensure a seamless Customer experience.
Identify opportunities to enhance Customer satisfaction and offer relevant solutions.
Meet or exceed key performance metrics, including call handling time, resolution rate, and Customer satisfaction scores.
Adapt to changing procedures and business needs while maintaining a positive attitude.
May perform other job duties as directed by Employee Leaders.