Supervisor Customer Service

Southwest Airlines Santa Ana, California
customer service airlines customer service operations leadership people safety procedures management operation bids learning growth
March 19, 2023
Southwest Airlines
Santa Ana, California
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:Pay & Benefits:

Pay of $32.32 to $32.32 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.

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 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 that communicate effectively while leading and supporting a Team.

A dditional details and benefits you ll love :

A role that includes working assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays.

Opportunities for overtime and shift pick-ups. Mandatory overtime is a possibility based on operational need . **

U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

Fly for free, as a privilege, on any open se at on all Southwest flights your eligible dependents too.

Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck. ***

Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit . ****

Explore more Benefits you ll love:

Southwest Airlines 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


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




Fully functioning, broad knowledge in:

Airlines Operation Management

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

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

**Overtime pay is computed solely on base pay rate

***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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