Supervisor Customer Service - MSP

Customer Service Supervisor

Our company promise is 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.

Pay of $34.94 to $36.39 per hour, depending on qualifications and experience. Opportunities for overtime and shift premiums. For eligible leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company. Benefits you'll love : Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too) Southwest will help fund your retirement savings plan, which includes a dollar-for-dollar 401(k) company match contribution of up to 9.3% of your eligible earnings. Potential for annual profit-sharing contribution in the Southwest retirement savings plan-when Southwest profits, you profit. Competitive health insurance for you and your eligible dependents. Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment.

The People of Southwest Airlines come together to deliver on our purpose, which is to connect people to what's important in their lives through friendly, reliable, and low-cost air travel. Our Customer Service Supervisors manage and train Customer Service Agents, Operations Agents, and Skycaps at our Station. This role connects with many people to ensure the assignments of various Airport Operations Teams are completed with safety as the top priority. The Customer Service Supervisor serves as a leader by observing and offering guidance, ensuring safety and compliance procedures are followed, and reading and delivering communications to convey important updates. Customer Service Supervisors seamlessly pivot from one task to another as needed and are strategic thinkers who communicate effectively while leading and supporting a team.

The Supervisor Customer Service works assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays. U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available. We're committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

Model the Southwest Way guide and lead team members using SWA talent management practices to coach, develop, and engage employees. Adhere to company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environment. Invest in leadership and self-growth through participating in continuous learning and development.

Responsibilities :

• 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.
• Meet or exceed performance goals through effective decisions.
• Assign and track agents for training compliance.
• Coordinate actively with all departments to maintain the station's on-time performance.
• Report status updates to leaders and employees consistently.
• Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results.
• Review and ensure accurate delay coding.
• Work with staff planning to build bids that are in line with department's hourly goals. Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly.
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes.
• May perform other job duties as directed by employee's leaders.

Knowledge, Skills, and Abilities :

Education : NA

Experience :

Fully functioning, broad knowledge in : Airlines Operation Management Customer Service

Licensing / Certification :

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. May be required by station leadership to obtain a Customs Seal and meet all requirements to work on international flights.

Physical Abilities :

Ability to perform work duties from limited space workstation / desk / office area 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 use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job. Ability to lift and move items of 70 pounds and / or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces. Ability to climb, bend, kneel, crawl, and stoop on a frequent basis and for an extended period. Ability to perform assigned duties with potential exposure to excessive noise, vibration, and / or sensory conditions. Ability to perform assigned duties in outdoor and inclement weather conditions.

Other Qualifications :

Must maintain a well-groomed appearance per company appearance standards as described in...