Proactive Customer Service Representative

About the Role

As a Proactive Customer Service Representative, you will anticipate Customer needs, monitor operations, identify disruptions, and proactively communicate solutions to reduce Customer stress during their travel journey. This role combines operational awareness with Southwest Hospitality to provide timely updates, recovery options, and personalized support when travel plans are disrupted.

Key Responsibilities

• Monitor daily operations to identify and assess flight disruptions impacting Customers.
• Validate reasons for disruption, including delay codes, to ensure accuracy and alignment across systems.
• Communicate proactively with Customers impacted by irregular operations using clear, timely, and actionable messaging.
• Provide Customer recovery solutions by issuing self-serve accommodation options, including hotel, meal, and transportation support.
• Execute proactive remediation strategies, including Confirmed Pre-Move offers and end-to-end disrupted flight resolution.
• Support Passengers of Note through proactive outreach and tailored Customer recovery solutions.
• Collaborate with cross-functional Teams and stations to maintain situational awareness and support operational alignment.
• Maintain awareness of operational updates and changes to ensure accurate Customer communication.
• Support 24-hour operations through assigned shifts, including evenings, weekends, and holidays as needed.
• May perform other job duties as directed by Employee's Leaders.

Requirements & Tech Stack

• Knowledge of airline operations, irregular operations management, and disruption response strategies.
• Knowledge of delay codes, operational workflows, and system alignment across Customer and operational platforms.
• Knowledge of Customer service principles, including service quality standards and Customer experience impact.
• Skilled in analyzing operational data to identify disruption drivers and determine appropriate Customer solutions.
• Skilled in written communication, delivering clear, accurate, and Brand-aligned messaging.
• Skilled in navigating multiple systems (i.e., OpsSuite, C360, and/or ARD) and tools to execute Customer recovery and remediation.
• Ability to interpret real-time operational changes and translate them into Customer-facing actions.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.

Qualifications

• Required: High School Diploma or GED
• Entry-level experience, developing skills and knowledge in:
• Managing real-time Customer scenarios in a fast-paced, operational environment.
• Interpreting operational information to assess Customer impact and determine appropriate recovery actions.
• Providing Customer support across a range of situations, including time-sensitive and complex scenarios.
• Navigating operational and Customer engagement systems to deliver timely and effective solutions.
• Must maintain a well-groomed appearance per Company appearance standards.
• Must be a U.S. citizen or have authorization to work in the United States.
• Must be at least 18 years of age.
• Ability to meet confidentially expectations as to confidential, proprietary, and sensitive Company information.
• Ability to work rotating shifts for extended periods during peak workloads and adhere to schedule including lunch and break times (may include evenings, weekends, and holidays).
• Ability to perform duties both in-office and from an approved remote location as assigned.
• Ability to communicate and interact with others in the English language.
• Ability to use a computer and other office productivity tools.

Additional Details

• Join a training class in January 2027. Training is four weeks, in-person at our Corporate Campus in Dallas, Texas.
• This role requires working from the Dallas, TX Headquarters facility during business hours.
• Work schedules are based on seniority and may include early mornings, late nights, weekends, and holidays. Opportunities to trade shifts are available.
• U.S. citizenship or current authorization to work in the U.S. required; no work authorization sponsorship available.

Pay & Benefits

• Competitive market salary: $45,350 - $50,400 per year*, depending on qualifications and experience.
• Potential for additional bonus opportunities.
• Fly for free on any open seat on all Southwest flights for you and eligible dependents.
• Retirement Savings Plan with a dollar-for-dollar 401(k) Company match of up to 9.3% of eligible earnings.
• Potential for annual profit-sharing contribution.
• Competitive health insurance for you and eligible dependents, with coverage starting on the first day of employment.