Customer Contract Service Lead - STS

• Provides friendly service to and maintains positive relationships with all internal and external Customers
• Works in a cooperative spirit to ensure the success of our Company
• Ensures Company Customer Service standards are maintained or exceeded
• Duties may include, but are not limited to the duties of a Customer Service Agent
• Additional duties include:
  • Oversight of operational performance
  • Represents Southwest Airlines in meetings with the Airport, Vendor, Partner and business meetings
  • Liaison for Southwest Airlines between the vendor handling any aspect of ticketing, enplaning/deplaning activities, customer relations, passenger security, internal security, load planning, weight/balance, and baggage handling procedures.
  • Responsible for handling Customer complaints, Lost and Found, and any special Customer arrangements
  • Must be able to meet any physical ability requirements listed in this description
  • May perform other job duties as directed by Employee's Leaders

• Skilled in written and oral communication
• Ability to type and/or use a computer keyboard with sufficient speed to meet the demands of the job
• Ability to read documents, follow instructions, learn and understand ticketing procedures, rules and regulations
• Ability to work well with others as part of a team, meet the public, and work under stressful situations
• Ability to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
• Ability to work under tight time constraints to accomplish quick turns of aircraft
• Ability to perform all job functions within a limited space
• Ability to effectively communicate verbally by telephone, face to face, and on public address systems
• Ability to communicate information and instructions verbally or via radio equipment

• N/A

• N/A

• Must be able to obtain a SIDA badge and meet all local airport requirements

• Must be able to lift and/or move items up to 70 pounds on a regular basis and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfaces
• Must be able to climb, bend, kneel and stand on a frequent basis and for extended periods
• Must maintain the ability to wear prescribed uniforms

• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age (or applicable age)
• Must be able to comply with Company attendance standards as described in established guidelines

*The pay amount doesn’t guarantee employment for any particular period. **401(k) Company match contributions are subject to the plan’s vesting schedule. Match contributions may vary based on the position.

***Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company.