Supervisor Customer Service - MAF

Department:

Ground Operations

Our Company Promise

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.

Job Description:

*** For external applicants only:

(1.) Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Texas.

(2.) Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or inperson and not selected for the Supervisor Customer Service position at MAF within the last 12 months.***

Pay & Benefits

Pay of $36.00 to $37.50 per hour*, depending on qualifications and experience. Opportunities for overtime and shift premiums. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.

Responsibilities

• Actively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction
• Respond to and resolve Customer questions, requests, or complaints
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment, Meet or exceed performance goals through effective decisions, Assign and track Agents for training compliance
• Coordinate actively with all Departments to maintain the Station's on-time performance. Report status updates to leaders and employees consistently
• Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results, review and ensure accurate delay coding
• Work with staff planning to build bids that are in line with department’s hourly goals.
• Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
• May perform other job duties as directed by Employee’s Leaders
• Knowledge, Skills, and Abilities
• Knowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction
• Knowledge of applicable Collective Bargaining Agreements and their applications
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
• Ability to apply general rules to specific problems to produce answers that make sense
• Ability to recognize and address performance and safety concerns in a timely manner
• Ability to ensure all equipment is maintained and available for the operation
• Education
• NA
• Experience
• Fully functioning, broad knowledge in: Airlines Operation Management
• Customer Service
• Licensing/Certification
• Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements
• Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program
• May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights
• Physical Abilities
• Ability to perform work duties from [limited space workstation/desk/office area] for extended periods of time
• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
• Ability to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces.
• Ability to climb, bend, kneel, crawl, and stoop on a frequent basis and for an extended period
• Ability to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions.
• Ability to perform assigned duties in outdoor and inclement weather conditions
• Other Qualifications
• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
• Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Must be able to comply with Company attendance standards as described in established guidelines
• *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.
• Southwest Airlines is an Equal Opportunity Employer.
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