Southwest Airlines Careers | Customer Contract Service Lead Job, Montrose (EXP not required)

Southwest Airlines

Job Description

Operates as the liaison for Southwest Airlines operations in locations that utilize a vendor for any or all of the following; customer service, ramp, operations or cargo duties.

Duties and Responsibilities

Your main responsibilities in this role include the following:

• 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. Also determines and implements plans to avoid delays

• Responsible for handling Customer complaints, Lost and Found and any special Customer arrangements

• Must be able to meet any physical ability requirements listed on this description

• May perform other job duties as directed by Employee's Leaders

Job Requirements

• Ability to type and/or use a computer keyboard with sufficient speed to meet 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

• Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period

• Must abide by Company policies and/or applicable Labor Agreement

• Must be aware of hazardous situations and be able to handle emergencies as needed

• Must work under tight time constraints to accomplish quick turns of aircraft

• Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook

• Must be able to perform all job functions within a limited space

• Must be able to effectively communicate verbally by telephone, face to face and on public address systems

• Must possess good written and oral skills

• Must be able to communicate information and instructions verbally or via radio equipment

• No Education Requirement

• Preferred: Previous Customer Service Agent experience helpful, but not required

• Preferred: Knowledge of Ramp and Operation duties helpful, but not required

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

TIES

• 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

Other Qualifications

• 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

• Must be able to comply with Company attendance standards as described in established guidelines

• Selection process shall consider the bidder's qualifications and seniority in classification or with the Company

• Ability to work shift work and/or overtime

• Foreign language skills are desirable, but not required

Job Details

Company: Southwest Airlines

Employment Type: Full-time

Job Location: Montrose, Colorado, United States

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