All of Southwest’s People come together to deliver on our Purpose; Connecting People to what’s important in their lives through friendly, reliable, and low-cost air travel. Our Customer Contract Service Leads deliver on that Purpose by supporting Ground Operations and maintaining positive relationships with all internal and external Customers. In addition, they’ll serve as a liaison for company operations in locations that utilize a vendor for Customer Service, Ramp, Operations, or Cargo duties. Customer Contract Service Leads can communicate effectively and enjoy working as part of a Team in a dynamic environment.

Additional Details:

• A union-based role that includes working assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays.

• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

• 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.
  • Responsible for handling Customer complaints, Lost and Found, and any special Customer arrangements
  • Must be able to meet any physical ability requirements listed in this description
  • May perform other job duties as directed by Employee's Leaders

• Skilled in written and oral communication
• Ability to type and/or use a computer keyboard with sufficient speed to meet the 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
• Ability to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
• Ability to work under tight time constraints to accomplish quick turns of aircraft
• Ability to perform all job functions within a limited space
• Ability to effectively communicate verbally by telephone, face to face, and on public address systems
• Ability to communicate information and instructions verbally or via radio equipment

• N/A

• N/A

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

• 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

• 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 (or applicable age)
• Must be able to comply with Company attendance standards as described in established guidelines