• Southwest Airlines Careers | Supervisor Customer Service Job, Phoenix

    Location Phoenix, AZ, USA

    Job Description

    Provides Customer Service by managing Customer Service Agents, Operations Agents, and Skycaps. Oversees Agent work performance to ascertain that all job assignments are carried out according to Company regulations in a safe and efficient manner and to assure that an on-time operation is maintained.

    Your main responsibilities in this role include the following:

    Duties and 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, holding responsible parties accountable for results, reviewing and ensuring accurate delay coding

    • Work with staff planning to build bids that are in line with the department’s hourly goals.

    • Perform administrative duties daily, such as the 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

    Job Requirements

    • 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

    • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

    • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems

    • The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)

    • The ability to apply general rules to specific problems to produce answers that make sense

    • Recognize and address performance and safety concerns in a timely manner

    • Ensure all equipment is maintained and available for the operation

    • Required: High School Diploma or GED

    • Fully functioning, broad knowledge in: Airlines Operation Management. 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 perform physical activities such as lifting (50lbs.), standing, sitting, pulling, pushing, squatting, climbing, walking, kneeling, reaching, crawling, and writing

    • 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

    Job Details

    Company: Southwest Airlines

    Employment Type: Full-time

    Job Location: Phoenix, Arizona, United States

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