Airlines - Corporate Operations

Description:

Overview:

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
Responsibilities:

WORK ACTIVITIES/CONTEXT:

Provides support for CS&S, Ground Ops, Southwest.com, Travel Agencies, and various Technology Headquarters Departments.
Provides solutions to basic procedural problems that can be solved, and when necessary, assigns more complex problems to the appropriate Departments.
Gathers information related to the call by using multiple applications. Accurately documents and reports this information to our Technology Department through the appropriate tracking system.
Uses effective time management and resources on all Internal Customer and External Customer inquiries to ensure efficiency.
Effectively communicates with their caller to fix the problem or accommodate the Customer.
Uses good judgment to analyze problems and choose appropriate solutions, in order to resolve Internal and External Customer needs.
Ability to balance Company resources and Customer Service.
Performs special tasks as directed by Leaders.

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



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

Requirements:

BASIC QUALIFICATIONS:



High School Diploma, GED or equivalent education required.

Must be at least 18 years of age.

Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.





WORK EXPERIENCE:



Previous airlines or Customer Service work experience preferred.

Computer (software) experience preferred.

PHYSICAL ABILITIES:



Ability to type and/or use a computer keyboard with sufficient speed and accuracy to meet the demands of the job.

Must be able to lift, bend, stand, or sit for extended periods of time.



SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:



Must be able to comply with Company attendance standards as described in established guidelines.

Excellent written and verbal communication skills and ability to write a discerning account of a given problem.

Must be able to read, comprehend, and proofread documents.

Must be able to follow instructions, learn and understand ticketing procedures, rules and regulations, and keep abreast of information pertinent to the job on a daily basis.

Must be able to learn a wide variety of software and procedural information, as well as the various computer systems supported.

Must be able to perform mathematical calculations for fare and refund adjustments.

Must possess the ability to use excellent judgment and make good decisions.

Must have good organizational skills.

Must be able to function under complex situations, meet deadlines, and handle job functions with little supervision.

Must demonstrate and maintain an extremely high regard for confidential and sensitive information.

Must have the ability to read documents and computer screen for extended periods of time.

Must be proficient with computer business applications such as Microsoft Office Suite.

When new applications are introduced must be able to quickly learn and become a subject matter expert in order to effectively support our Customers.

Must be able to successfully complete Source of Support Rep initial and recurrent training courses and evaluation period.

OTHER QUALIFICATIONS:



Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.

Must be flexible regarding work hours, as operation is 24-hour, 7-days a week, with possibility of occasional extended hours.

Ability to work rotating shift work, and work overtime for extended periods during peak workloads and adhere to schedule including lunch and break times.

Some travel may be required.

Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986.



Southwest Airlines is an Equal Opportunity Employer of women, minorities, qualified disabled, and covered veterans. Qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or veteran status.

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