Supervisor Customer Service

Department: Ground Operations

Our Company Promise

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.

Job Description:
EXTERNAL ONLY: If you are not selected for this actual job position after
interviewing, you will not be eligible to reapply for this position at
LaGuardia Airport (LGA) for 12 months from the day of interview.


* Southwest Airlines will only consider your interest for the LaGuardia Airport (LGA) Customer Service Supervisor Position only if you are currently a resident of the State of New York*


Pay & Benefits:
Pay of $32.32 to $33.65 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)
* Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck**
* Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit*
* Explore more Benefits you'll love: https://careers.southwestair.com/benefits


The People of Southwest Air lines 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 Ground 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.

A dditional details :
A role that includes working 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.

Southwest Air lines is an Equal Opportunity Employer. We continue to look for
opportunities to reflect the communities we serve, and welcome applicants with
diverse thoughts, backgrounds, and experiences.
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
Knowledge of principles and processes for providing Customer and personal
services, including Customer needs assessment, meeting quality standards for
services, and evaluation of Customer satisfaction
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 such as word
processing, managing files and records, stenography, and transcription,
designing forms, and other office procedures and terminology
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 (such as speech, sounds, touch, or other sources)
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
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 perform physical activities such as lifting (50lbs.), standing,
sitting, pulling, pushing, squatting, climbing, walking, kneeling, reaching,
crawling, and writing
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 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
Pay amount doesn't 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

Southwest Airlines is an Equal Opportunity Employer.
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Job Posting End Date
02/22/2024