Customer Service Agent, PHX

About the Role

As a Customer Service Agent at Southwest Airlines, you will be the friendly face welcoming Customers, working at the ticket counter, gate area, and baggage service office to assist with check-ins, answer questions, and ensure smooth travel. You will be a primary point of contact for Customers and support them during travel disruptions. This role requires a friendly attitude, teamwork, and patience.

Key Responsibilities

• Provides friendly service and maintains positive relationships with internal and external Customers.
• Works cooperatively to ensure Company success.
• Provides legendary Customer service for travelers, cargo, and baggage services.
• Handles ticketing and check-in using a computerized point-of-sale system, including boarding, baggage service, and resolving complaints.
• Greets and handles Customers politely and friendly.
• Manages cash, checks, credit cards, travel vouchers, and coupons for ticket payments; computes charges, makes change, and balances daily transactions.
• Checks in baggage and cargo.
• Answers telephones to provide information, page Customers, resolve problems, and assist as needed.
• Handles transactions for boarding aircraft efficiently.
• Addresses issues with mishandled Customers due to oversells, delays, cancellations, or lost/damaged luggage, resolving problems quickly within Company guidelines.
• Provides current and accurate fare, schedule, reservations, flight information, and answers general inquiries.
• Completes required forms and reports.
• Writes irregularity and complaint reports.
• Duties may vary based on station size and organization.
• May perform other job duties as directed.

Requirements & Tech Stack

• Computerized point-of-sale system
• Computer keyboard
• Radio equipment

Qualifications

• Currently a resident of the State of Arizona.
• Not interviewed for the Customer Service Agent position at PHX and not selected within the last 12 months.
• Ability to type and/or use a computer keyboard with sufficient speed.
• Ability to read documents, follow instructions, and learn 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 the Customer Service Agent training program with an 80% or greater average and an evaluation period.
• Awareness of hazardous situations and ability to handle emergencies.
• Ability to work under tight time constraints for quick aircraft turns.
• Ability to perform all job functions within a limited space.
• Effective verbal communication skills (telephone, face-to-face, public address systems).
• Good written and oral skills.
• Must be able to obtain a SIDA badge and meet all local airport requirements.
• May be required to obtain a Customs Seal and meet requirements for international flights.
• 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 comply with Company attendance standards.
• Ability to work shift work and/or overtime.
• Foreign language skills are desirable, but not required.

Physical Abilities

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

Compensation & Benefits

• Pay of $20.22 per hour*, with opportunities for future increases per applicable collective bargaining agreement wage scale.

• Opportunities for overtime and shift premiums.

• Fly for free privilege on open seats on all Southwest flights for eligible dependents too.

• Southwest Retirement Savings Plan with dollar-for-dollar 401(k) Company match up to 10%.

• Potential for annual profit-sharing contribution to the Retirement Savings Plan.

• Competitive health insurance for employees and eligible dependents, with coverage starting from the first day of employment.

• 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.