Southwest Airlines

CUSTOMER REPRESENTATIVE

Description

WORK ACTIVITIES/CONTEXT:

- 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.

- 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 to furnish information regarding fares, schedules, routings, flights and availability of space.

- Finalizes sales of Southwest Airlines flights, 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 to specialized reservations functions servicing travel agents, groups and tours, or special accounts.

- May be assigned a classification of Service Coordinator performing certain "help desk" functions as necessary.

- May be assigned as a Training Coordinator assisting with on-the-job and classroom training programs, as assigned by the Company.

- May assist at the ticket counter as required.

- Keeps his or her position in a clean, neat and orderly fashion all time while on duty.

- Works in a highly organized, restrictive environment requiring extended periods of time at a fixed work position answering telephone calls within establisehd guidlelines, 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 a multi-line telephone system while wearing a headset and earpiece.

- Attends initial and ongoing training (classroom 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.

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

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

BASIC QUALIFICATIONS:

- High School Diploma, GED or equivalent education required.

- Must be at least 18 years of age.

- Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

EDUCATION:

- College coursework or degree would be an asset.

SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:

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

- Must be able to work well with others as part of a Team.

- Ability to work well with others as part of a Team, excellent verbal communication and interpersonal skills.

- Must possess excellent telephone manner, well-modulated voice, 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.

- Ability to work rotating shift work.

- Must be able 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.

- Mental capacities to read documents, follow instructions, learn and understand 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.

- Must be able to successfully complete Customer Support and Service Representative initial and recurrent training courses and evaluation period.

OTHER QUALIFICATIONS:

- Must be fluent in English

- Must maintain a well-groomed appearance.

Additional Requirments / Information

Job Capacity:	Employee (full-time)
Minimum Education Level:	See Job Description
Visa Sponsorship:	No
Related Industries:	Customer Service

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.

To Our Employees

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.

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