Customer Service Agent - CLT
About the position Responsibilities • Provides friendly service to and maintains positive relationships with all internal and external Customers • Works in a cooperative spirit to ensure the success of our Company • Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs • Handles any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems • Greets and handles Customers in a polite and friendly manner • Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets • Computes charges, makes change and balances daily transactions • Checks in baggage and Cargo • Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed • Handles transactions required to board the aircraft in a timely and efficient manner • Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage • Provides current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal • Completes forms and reports as required by the Company • Writes irregularity and complaint reports as required • May perform other job duties as directed by Employee's Leaders Requirements • Ability to type and/or use a computer keyboard with sufficient speed to meet demands of the job • Able to read documents, follow instructions, learn and understand ticketing procedures, rules and regulations • Ability to work well with others as part of a team, meet the public, and work under stressful situations • Must be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period • Must be aware of hazardous situations and be able to handle emergencies as needed • Must work under tight time constraints to accomplish quick turns of aircraft • Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement • Must be able to perform all job functions within a limited space • Must be able to effectively communicate verbally by telephone, face to face and on public address systems • Must possess good written and oral skills • Must be able to communicate information and instructions verbally or via radio equipment Nice-to-haves • Foreign language skills are desirable, but not required Benefits • 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 with Company contributions up to 9.3% of your eligible earnings • Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan - when Southwest profits, you profit • Competitive health insurance for you and your eligible dependents (including pets) • Health plan coverage options that start from the very first day of employment