Southwest Airline Career Page · 1 day ago
Supervisor Customer Service - RIC
Richmond, VA
Full-time
Onsite
Mid Level
$34.95/hr - $36.39/hrSouthwest Airlines is committed to providing a stable work environment for its employees while promoting creativity and innovation. The Supervisor Customer Service role involves managing and supporting Customer Service Agents and Operations Agents, ensuring safe and timely operations, and maintaining high levels of customer satisfaction.
Airlines/Aviation
No H1B
U.S. Citizen Only
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
Qualification
Required
Currently a resident of the State of Virginia
U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available
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
Fully functioning, broad knowledge in Airlines Operation Management
Fully functioning, broad knowledge in Customer Service
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
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
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines
Benefits
Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
Southwest will help fund your Retirement Savings Plan, which includes a dollar-for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings
Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit
Competitive health insurance for you and your eligible dependents
Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment.
Company
Southwest Airline Career Page
At Southwest Airlines we connect People to what’s important in their lives—that also means connecting our Employees to what’s important in their lives! Our Employees value the opportunity to work hard, be creative, and have fun on the job.
Founded in 1971
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase