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; associates or bachelors degree is a plus.
Previous experience in customer service, technical support, or an airline-related role preferred.
Strong problem-solving skills with the ability to troubleshoot and resolve Customer concerns efficiently.
Excellent verbal and written communication skills with a focus on professionalism and empathy.
Proficiency in navigating multiple computer systems and handling high-volume inquiries.
Must have a quiet, dedicated workspace and a high-speed internet connection that meets Company standards.
Ability to work flexible hours, including nights, 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.
Act as a primary point of contact for Customers seeking assistance with flight bookings, itinerary changes, cancellations, and technical support related to online reservations.
Provide guidance on Southwest Airlines policies, including baggage allowances, check-in procedures, and travel requirements.
Troubleshoot and resolve issues related to website navigation, mobile app functionality, and payment processing.
Work closely with internal Teams to escalate and resolve complex Customer concerns.
Accurately document Customer interactions and resolutions in Company systems.
Educate Customers on self-service options and provide proactive solutions to enhance their travel experience.
Maintain a positive and professional demeanor when handling challenging situations.
Meet or exceed performance metrics, including response times, resolution rates, and Customer satisfaction scores.
Stay up to date on Southwest Airlines policies, industry changes, and best practices.
May perform other job duties as directed by Employee Leaders.