Supervisor Customer Service - PSP

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.

• 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 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

• Fly for free, as a privilege, on any open seat on all Southwest flights
• 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

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.