Job Description
Southwest Airlines is seeking a Customer Engagement Representative in Dallas to provide legendary customer service and effectively communicate with customers via phone and email. This role will efficiently resolve customer concerns by gathering information, implementing corrective actions, and ensuring Department of Transportation (DOT) compliance. The role will involve adaptability, strong interpersonal skills, and a passion for building personalized connections. Responsibilities include responding to customer calls or written correspondence, resolving general inquiries, diffusing heightened situations, following Southwest guidelines, implementing resolutions, staying up-to-date on company events, internal communication, policies, and procedures, and building customer loyalty by providing prompt and courteous service, building rapport, and providing information on Southwest Airlines' frequent flyer program benefits.
Job Requirements
The ideal candidate should possess knowledge of customer service principles, processes, English language structure, media production, communication, and dissemination techniques, administrative procedures, and transportation principles. They should also be skilled in using logic and reasoning to identify strengths and weaknesses of alternative solutions, understanding the implications of new information for problem-solving and decision-making, and listening to, understanding, and communicating ideas presented in writing or speaking. They should also be able to apply general rules to specific problems and come up with unusual or clever ideas about a given topic or situation.
The ideal candidate should have a high school diploma or GED, experience in customer service and issue resolution, and be able to perform work duties from a limited space work station/desk/office area. They should also be a U.S. citizen or have authorization to work in the United States, be at least 18 years old, and comply with company attendance standards.
Job Details
Company: Southwest Airlines
Employment Type: Full-time
Job Location: Dallas, Texas, United States
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