Bilingual Customer Support & Services Representative (Remote) Job in Dallas | Southwest Airlines

Southwest Airlines

Job Description

The Bilingual Customer Support & Services Representative invests in the future of Southwest’s People by providing Legendary Customer Service to English- and Spanish-speaking Customers via English and Spanish telephone and electronic channels. This role answers up to 100 calls per shift to resolve Customer questions and concerns and promotes Company products by providing information, booking reservations, and selling tickets and other travel products. The Bilingual Customer Support & Services Representative is a strategic problem-solver who is comfortable utilizing multiple technology platforms

You must currently be a resident of one of the following states: Arizona, Arkansas, Florida, Georgia, Indiana, Kentucky, Michigan, Minnesota, Missouri, New Mexico, Nevada, North Carolina, Ohio, Oklahoma, Tennessee, Texas, Utah, or Wisconsin.

• Pay of $17 * plus $1 per hour for each hour worked on the Spanish-speaking line, with the opportunity for future increase per applicable collective bargaining agreement wage scale. Opportunities for overtime and shift premiums.

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)

• Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck

• Potential for annual ProfitSharing contribution toward retirement -when Southwest profits, you profit

• Pay amount does not guarantee employment for any particular period of time.

• 401(k) match contributions are subject to the plan’s vesting schedule and applicable IRS limits

• ProfitSharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company.

Your main responsibilities in this role include the following:

Duties and Responsibilities

• Responsible for providing Legendary Customer Service to people desiring to travel by determining and recommending the service that meets the Customers' needs. 

• Communicates with Customers by telephone, or through electronic channels, to furnish information regarding fares, schedules, routings, flights and availability of space for travel on Southwest Airlines.

• Provides support for Customers navigating on southwest.com and Travel Agencies.

• Finalizes sales of Southwest Airlines flights, sells ancillary products, confirms reservations, and provides information regarding ticket purchase and other special services.

• Answers Customer inquiries regarding flight arrivals, delays, cancellations, flight irregularities, facilities, and other general information. 

• May be assigned a Service Desk classification performing Customer resolutions or communicating to Customers through enhanced communications.

• Resolves general Customer Service concerns through effective Customer Service techniques.

• Works in a highly organized, restrictive environment requiring extended periods of time at a fixed work position answering telephone calls within established guidelines, procedures, and performance standards.

• Utilizes computerized reservations system including a computerized video display terminal and keyboard on a constant basis to book reservations and retrieve information on flights and schedules.

• Operates and is proficient with PC equipment utilizing current specified software packages and other programs and functions.

• Attends initial and ongoing training (classroom, online, and/or on -the-job), and keeps current and proficient on knowledge, information, and equipment that is pertinent to the job.

• Performs other duties as may be assigned relative to the operation of a Customer Support and Service Center. Duties vary by size and organization of the Center.

• Demonstrates respect, sensitivity, and concern for Customers’ needs with a professional and pleasant attitude.

• Use excellent judgment and strong decision making skills to resolve common Customer issues.

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

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

Job Details

Company: Southwest Airlines

Employment Type: Full-time

Job Location: Dallas, Texas, United States

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