Customer Service Agent - BUF

Department:Ground OperationsOur Company PromiseWe 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:*** For external applicants only:(1.) Southwest Airlines will consider your interest for this position if you are currently a resident of the State of New York.(2.) Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or in-person and not selected for the Customer Service Agent position at BUF within the last 12 months.***Pay and BenefitsPay of $19.63 per hour*, with the opportunity for future increase per applicable collective bargaining agreement wage scale. Opportunities for overtime and shift premiums.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/benefitsJob SummaryThe 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 Agents extend Hospitality to Southwest's Customers at the ticket counter, baggage service office, and gate area. Customer Service Agents are often the first Southwest Employee our Customers interact with during their travel experience and set a hospitable tone for our Customers' trip. They're friendly, patient problem solvers who enjoy multitasking and working in a dynamic, safe environment. Check out what a day as a Customer Service Agent is like: swa.is/DayWithCSA Additional details This role is part of a Collective Bargaining Agreement (CBA), and it 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.Learn more about becoming a Customer Service Agent and the FAQs: careers.southwestair.com/customer-service-agents.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. ResponsibilitiesProvides friendly service to and maintains positive relationships with all internal and external CustomersWorks in a cooperative spirit to ensure the success of our CompanyResponsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needsHandles any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problemsResponsibilities include greeting and handling 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. Is responsible for overage or shortageChecks 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 mannerDeals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage. Resolves such problems quickly and within guidelines established by the CompanyProvides current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminalCompletes forms and reports as required by the CompanyWrites irregularity and complaint reports as requiredDuties may vary due to the size and organization of the stationMust be able to meet any physical ability requirements listed on this descriptionMay perform other job duties as directed by Employee's LeadersKnowledge, Skills and AbilitiesAbility to type and/or use a computer keyboard with sufficient speed to meet demands of the jobAble to read documents, follow instructions, learn and understand ticketing procedures, rules and regulationsAbility to work well with others as part of a team, meet the public, and work under stressful situationsMust be able to satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation periodMust be aware of hazardous situations and be able to handle emergencies as neededMust work under tight time constraints to accomplish quick turns of aircraftMust present a well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor AgreementMust be able to perform all job functions within a limited spaceMust be able to effectively communicate verbally by telephone, face to face and on public address systemsMust possess good written and oral skillsMust be able to communicate information and instructions verbally or via radio equipmentEducationNo education requirementExperienceNo experience requirementLicensing/CertificationMust be able to obtain a SIDA badge and meet all local airport requirementsMay be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flightsPhysical AbilitiesMust be able to lift and/or move items up to 70 pounds on a regular basis and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfacesMust be able to climb, bend, kneel and stand on a frequent basis and for extended periodsMust maintain the ability to wear prescribed uniformsOther QualificationsMust maintain a well-groomed appearance per Company appearance standards as described in established guidelinesMust be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986Must be at least 18 years of ageMust be able to comply with Company attendance standards as described in established guidelinesAbility to work shift work and/or overtimeForeign language skills are desirable, but not required*Pay amount does not 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.Pay Rate:$19.63Southwest Airlines is an Equal Opportunity Employer.Please print/save this job description because it won't be available after you apply.