Job added in hotlist
Applied job
Contract job
Recruiter job
Employer job
Expanded search
Apply online not available

Job Details


Company name
Southwest Airlines Co.


Apply for this job

9 hit(s)   |  21 times apply


Regular Full-Time


99-Customer Support & Services

Important Job Details


We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. 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.

General Purpose of Position:

Provides legendary Customer Service by effectively communicating with Customers via telephone and electronic channels (including but not limited to social media) while following the Southwest Airlines Expectations. Customer Service Representatives must efficiently and properly resolve Customer concerns and promote the Southwest Airlines product by providing information, booking reservations, selling tickets and performing related tasks. Customer Service Representatives must possess effective problem solving skills, must consistently provide excellent Customer Service, and must be willing and able to contribute to the development of their own skills as well as a growing Team environment.





***Southwest Airlines will accept your job bid for the Customer Service Representative position only if you are currently a resident of Oklahoma or can provide established residency in the state of Oklahoma.***

***If you are not selected for this job posting, you will not be eligible to reapply for the Oklahoma City Customer Service Representative

for 12 months from the day of interview***


Responsible for providing Legendary Customer Service to people desiring to travel by determining and recommending the service that meets the Customers' needs. 

Communicates with Customers by telephone, or through electronic channels, to furnish information regarding fares, schedules, routings, flights and availability of space for travel on Southwest Airlines.

Provides support for Customers navigating on and Travel Agencies.

Finalizes sales of Southwest Airlines flights, sells ancillary products, confirms reservations, and provides information regarding ticket purchase and other special services.

Answers Customer inquiries regarding flight arrivals, delays, cancellations, flight irregularities, facilities, and other general information. 

May be assigned a Service Desk classification performing Customer resolutions or communicating to Customers through enhanced communications.

Resolves general Customer Service concerns through effective Customer Service techniques.

Works in a highly organized, restrictive environment requiring extended periods of time at a fixed work position answering telephone calls within established guidelines, procedures, and performance standards.

Utilizes computerized reservations system including a computerized video display terminal and keyboard on a constant basis to book reservations and retrieve information on flights and schedules.

Operates and is proficient with PC equipment utilizing current specified software packages and other programs and functions.

Attends initial and ongoing training (classroom, online, and/or on -the-job), and keeps current and proficient on knowledge, information, and equipment that is pertinent to the job.

Performs other duties as may be assigned relative to the operation of a Customer Support and Service Center. Duties vary by size and organization of the Center.

Demonstrates respect, sensitivity, and concern for Customers’ needs with a professional and pleasant attitude.

Use excellent judgment and strong decision making skills to resolve common Customer issues.

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

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




High School Diploma, GED or equivalent education required.

Bachelor's degree preferred

Foreign Language preferred


1-2 years of Customer Service experience required

Strong proficiency for performing multiple software functions required


Ability to type and/or use computer keyboard with sufficient speed and accuracy to perform the duties of the job.

Must be able to sit for long periods of time and ability to wear headset.


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

Ability to work well with others as part of a Team, excellent verbal communication, written skills, and interpersonal skills. Must possess excellent telephone manner, well-modulated voice, and capability to work under stressful situations.

Capacity to read and comprehend a variety of documents, follow instructions, learn and understand airline and ticketing procedures, rules, and regulations.

Ability to balance Customer demands with the needs of the business and effectively resolve Customer issues with a sympathetic attitude

Ability to adapt to change and have the ability to comprehend and keep abreast of information pertinent to the job such as special promotions, new procedures, etc.

Ability to demonstrate good listening, written, and verbal communication skills.

Possess strong decision-making skills to sufficiently handle and resolve routine Customer inquiries

Ability to be self-disciplined and self-managed to meet deadlines, multi-task, and work as a Teamplayer with little supervision.

Must have good organizational skills with a keen eye for accuracy and attention to detail.

Demonstrated ability to prioritize work to accomplish assignments.

Ability to send and receive e-mail correspondence.

Ability to initiate searches for miscellaneous travel-related information on the Internet.

Ability to work independently and in a team environment.

Must be articulate problem solvers who can handle a wide range of situations and personalities.

Must be able to perform computations necessary for fare calculations.

Must demonstrate and maintain an extremely high regard for sensitive information.

Ability to learn a variety of software and procedural information as well as the various computer systems supported.Ability to operate and is proficient with PC equipment utilizing current specified software packages and other programs and functions.

Must be able to successfully complete initial and ongoing training (classroom, online, and/or on-the-job) and keeps current and proficient on knowledge, information, and equipment that is pertinent to the job.

Ability to work well with others as part of a Team, excellent verbal communication and interpersonal skills and capability to work under stressful situations.

Must be able to work in a performance-based environment where productivity is measured.

Must work under tight time constraints to accomplish efficient sale and booking of reservations, and properly resolving Customer concerns.

Ability to work rotating shift work.

Ability to work overtime for extended periods during peak workloads and adhere to schedule including lunch and break times.

Must be able to comply with Departmental attendance standards as described in labor agreements and/or established guidelines.

Demonstrated capacities to read documents, follow instructions, learn and understand Southwest policies, ticketing procedures, rules and regulations.

Must have ability to comprehend and keep abreast of information pertinent to the job such as special promotions, new procedures.

Flexible and able to work at any time, including nights, weekends and holidays.

Must be able to use resources including but not limited to online tools to troubleshoot issues both Customer oriented and technical.

Ability to create balanced win/win solutions both from a Customer and Company perspective to deliver the best Customer experience.

Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer.

Ability to maintain Department productivity and quality goals while balancing special tasks and/or other responsibilities.


Must be fluent in English.

Must be flexible regarding work hours, as operation is 24-hour, 7 days a week, with possibility of overtime for extended periods during peak workloads and adhere to schedule including lunch and break times.

Must be able to comply with Company attendance standard as described in established guidelines.

Foreign language skills are desirable, but not required.

Highly motivated self-starter with the ability to multi-task.

Must maintain a well-groomed appearance per Company appearnace standards as described in established guidelines.

Must be a U.S. Citizen or have autohorization to work in the United States as defined by the Immigration Reform Act of 1986.

Southwest Airlines is an Equal Opportunity Employer

Apply/Share Opportunity

Company info

Southwest Airlines Co.
Website :

Company Profile
The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.

Similar Jobs:
Find a career. Gain a family. Grow with Safelite in Rio Rancho. We’re expanding, and we want you to be part of our New Mexico family! Safelite will be unlike any place you've ever worked. (This won't be just the daily grind....
Customer Service Representative
location Henderson, NV
We are looking for a highly motivated individual interested in growth to join our management track in the Client Services Department. The position is focused on providing phone support for our clients involved in the settlement...
Customer Service Representative
location Wheat Ridge, CO
Garlock is currently seeking a Customer Service Representative to join our team in Wheat Ridge, CO. The Customer Service Representative will be responsible for providing effective customer service for all internal and external cus...
I found a new job! Thanks for your help.
Thomas B - ,
  • All we do is research jobs.
  • Our team of researchers, programmers, and analysts find you jobs from over 1,000 career pages and other sources
  • Our members get more interviews and jobs than people who use "public job boards"
Shoot for the moon. Even if you miss it, you will land among the stars.
EmploymentCrossing - #1 Job Aggregation and Private Job-Opening Research Service — The Most Quality Jobs Anywhere
EmploymentCrossing is the first job consolidation service in the employment industry to seek to include every job that exists in the world.
Copyright © 2016 EmploymentCrossing - All rights reserved.