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Southwest Airlines · 18 hours ago

Supervisor Customer Service - SAN

CA-San Diego

Full-time

Onsite

Mid Level

$34.95/hr - $36.39/hr

Southwest Airlines is committed to providing a stable work environment with opportunities for personal growth. The Supervisor Customer Service manages and supports Customer Service Agents, ensuring work is done safely and on time while responding to customer inquiries and overseeing daily operations.

Public Transportation

Growth Opportunities

No H1B

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

Airlines Operation ManagementCustomer ServiceLeadershipProblem SolvingTeam CoordinationAdministrative SkillsSafety AwarenessCommunication

Required

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 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

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.