Supervisor Customer Service - MSP

The Supervisor Customer Service at Southwest Airlines manages and supports Customer Service Agents, Operations Agents, and Skycaps. They make sure work is done safely and on time, help solve problems, and respond to Customer questions. Supervisors also monitor scheduling, training, and daily reports. They share important updates with the Team. They work with other Airport Operations Teams to keep flights on schedule and Customers happy.

What You Will Do

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.

Why It Might Be a Fit

This role is perfect for someone who enjoys leading People and helping Southwest deliver safe, friendly, and on-time service each day.

Requirements

• Knowledge of principles and processes for providing Customer and personal services
• 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
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Ability to shift back and forth between two or more activities or sources of information
• Ability to apply general rules to specific problems to produce answers that make sense
• Ability to recognize and address performance and safety concerns in a timely manner
• Ability to ensure all equipment is maintained and available for the operation
• Fully functioning, broad knowledge in Airlines Operation Management and 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
• 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

Benefits

• Fly for free on any open seat on all Southwest flights
• 401(k) Company match contribution of up to 9.3%
• 3% Short Term Incentive (STI) bonus
• Potential for annual profit-sharing contribution
• Competitive health insurance
• 30 days to select and enroll in health plan