Customer Representative - Remote

Job description

Department: Customer CARE 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: As a Customer Representative, you'll be one of the friendly voices behind the Southwest Experience. You'll connect with an average of 100 Customers per shift through phone, email, chat, and social media, helping them book travel, navigate changes, answer questions, and find solutions with confidence and care. Every interaction is an opportunity to create a moment of Hospitality, whether you're helping a Customer plan a long-awaited vacation or guiding them through an unexpected travel challenge. If you enjoy problem-solving, building connections, and making someone's day a little easier, you'll play an important role in helping Customers feel welcomed, cared for, and appreciated. Additional Details Join a Customer Representative training class as early as October 2026. Training classes will be filled based on operational and business needs. Train for this role for a total of (8) weeks—two (2) weeks in person at our Corporate Campus in Dallas, Texas and the remaining six (6) weeks completed remotely from your home location This role is offered as a remote workplace position, which may require travel for training, meetings, conferences, etc. Outside of those required visits, the majority of your working time may be spent in a remote location, away from our Corporate Campus Customer Representatives should have residency in one of the following states: Arizona, Arkansas, Florida, Georgia, Indiana, Kansas, Kentucky, Michigan, Mississippi, Missouri, New Mexico, Nevada, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Utah, and Wisconsin Your internet download speed must be at least 50 Mbp/s and upload speed at least 5 Mbp/s This role is part of a Collective Bargaining Agreement (CBA), which means pay, schedules, and other job details are set through an agreement with the labor union Work schedules are based on seniority and may include early mornings, late nights, weekends, and holidays. There may be times when mandatory overtime is required to support flight operations, but there are also opportunities to trade shifts and find a schedule that works for you. U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available. We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics. Responsibilities Engage with Customers via phone, email, chat, and social media to provide exceptional support and resolve inquiries with professionalism and care Assist Customers with booking flights, modifying reservations, purchasing tickets, and navigating Southwest.com while offering solutions that meet their travel needs Provide accurate information about fares, schedules, policies, and flight status, ensuring clarity and confidence in every interaction Address and resolve Customer issues using sound judgment, effective problem-solving techniques, and a positive attitude Finalize flight sales, promote ancillary products, and offer guidance Utilize computerized systems effectively and stay current with updates Adhere to structured schedules and performance expectations while working in a fast-paced, highly organized, 24/7 operation Contribute to a collaborative Team environment while actively enhancing your skills and knowledge. Remain focused and engaged while working remotely in a fixed position for extended periods of time to handle Customer interactions efficiently May perform other job duties as directed by Employee's Leaders Knowledge, Skills and Abilities Skilled in using strong verbal, written, and interpersonal communication skills with the ability to provide exceptional service in high-pressure situations Skilled in demonstrating empathy, patience, and professionalism while resolving Customer concerns Ability to utilize sound judgment and critical thinking to balance Customer needs with business priorities, ensuring positive outcomes for both Southwest Airlines and our Customers Ability to embrace change, stay current with procedures, promotions, and policies, and quickly adjust to new information and processes Ability to work effectively both as part of a Team and independently, demonstrating self-discipline, accountability, and requiring minimal supervision Ability to prioritize tasks efficiently to meet deadlines, maintain performance standards, and deliver quality outcomes in a fast-paced environment Knowledge in navigating multiple computer systems, online tools, and reservation platforms while efficiently resolving Customer inquiries Skilled in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and web browsing tools Comfortable on camera when collaborating with Cohearts during scheduled hours to maintain connection and engagement Ability to adhere to established attendance standards, follow scheduling requirements, and demonstrate flexibility to work varied shifts, including nights, weekends, and holidays Skilled in maintaining a high regard for sensitive information while demonstrating strong attention to detail and accuracy in fare calculations, bookings, and documentation Ability to actively participate in ongoing training (classroom, online, and on-the-job) to remain proficient in job-related knowledge, systems, and equipment Education Required: High School Diploma or GED Experience Entry level exp