Southwest Airlines Careers | Customer Relations Representative Job, Dallas

Southwest Airlines

Job Description

The Representative provides legendary Customer Service by effectively communicating with Customers via telephone and electronic channels (e.g. email, social media, etc). Customer Relations Representatives efficiently and properly resolve Customer concerns by gathering information, implementing corrective actions, ensuring Department of Transportation compliance, and performing related tasks.

Your main responsibilities in this role include the following:

Duties and Responsibilities

• Must be able to meet any physical ability requirements listed on this description.

• May perform other job duties as directed by Employee's Leaders.

• Respond to Customer calls or written correspondence by determining the appropriate tone, creating personalized communication, and utilizing the Southwest voice in order to provide timely and thorough communication

• Resolve general Customer inquiries by navigating multiple systems to obtain all relevant facts and collaborating with other Departments to corroborate information in order to satisfy both Customer and business needs while maintaining DOT compliance

• Diffuse heightened Customer situations by utilizing active listening, probing, and conflict resolution techniques in order to provide excellent Customer service and a positive outcome, as well as implementing any follow up actions

• Determine appropriate level of goodwill gestures by following Southwest guidelines when necessary in order to resolve Customer concerns

• Implement resolutions to Customer concerns by processing refunds or vouchers, documenting resolution, educating the Customer, and ensuring DOT responsiveness in order to satisfy both Customer and Company needs

• Stay up to date on Company events, internal communication, policies, and procedures to better communicate Company actions and changes to External Customers

• Build and maintain Customer loyalty by providing prompt and courteous service, building rapport with each individual, and providing information on benefits of joining Southwest Airlines frequent flyer program

Job Requirements

• High School Diploma or GED

• Bachelor's Degree or 4 years equivalent work experience

• Preferred Experience with Customer Relations related programs including TLC and ARD

• Preferred Experience using Aspect

• Preferred Experience using Microsoft Office Software

• Preferred Experience working in a customer service environment providing issue resolution via written, verbal, and/or social communication formats

• Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time

• Ability to use a computer with sufficient speed and accuracy to meet the demands of the job

• Ability to bend, stand, and sit 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 travel long hallways in large buildings and in between campus buildings

• Strong organizational and time management skills

• Strong writing skills including grammar, punctuation, spelling and usage of the English language

• Knowledge of Department of Transportation (DOT) regulations

• Adaptable to change

• Learns and applies new concepts and materials quickly

• Mitigates conflict

• Ability to demonstrate empathy and high emotional intelligence in various situations dealing with both customers and fellow employees

• Demonstrate excellent interpersonal and active listening skills

• Uses critical thinking skills when faced with a problem or task

• Demonstrates courtesy, tact and diplomacy

• Exercises good judgment and ethical standards in a variety of situations

• Communicates with professionalism, assertiveness, and empathy

• Establishes and maintains effective working relationship

• Prioritizes multiple tasks simultaneously with frequent interruptions and time constraints

• Must meet confidentiality expectations as to confidential, proprietary, and sensitive Company information

• Strong customer service skills

• Patience and flexibility to respond to the changing needs of Customers

• Ability to make decisions with solid judgment and integrity while keeping the best interests of the Customer and Southwest Airlines in mind

• Ability to work in an fast-paced environment where productivity is measured via various metrics

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 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.

• Ability to work shift work which may include nights, weekends, and Company holidays

Job Details

Company: Southwest Airlines

Employment Type: Full-time

Job Location: Dallas, Texas, United States

Apply