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Company Name : Southwest Airlines Co.
Location : Miami, FL 33166
Position : Supervisor Customer Service
Job Description : Overview:
Starting pay of $32 per hour plus Benefits you’ll love:
Fly for free on any open seat on all Southwest flights (your eligible dependents fly, too)
Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck*
An annual ProfitSharing contribution toward retirement—when we profit, you profit**
Competitive health insurance for you and your family
Opportunity to buy Southwest Airlines common stock at a 10% discount
Responsibilities:
JOB SUMMARY
Provides Legendary Customer Service by managing Customer Service Agents, Operations Agents and Skycaps and overseeing their work performance to ascertain that all job assignments are carried out according to Company regulations in a safe and efficient manner to assure that an on-time operation is maintained.
Southwest will provide a stable work environment with equal opportunity for learning and personal growth. 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.
RESPONSIBILITIES
Provides special care, attention, and assistance to internal and external SWA Customers as needed
Assists in training and mentoring Operations Agents, Customer Service Agents and Skycaps to ensure awareness of appropriate regulations, procedures, and Company policies
Manages and evaluates the work performance of Operations Agents, Customer Service Agents and Skycaps to ensure that their work performance, attendance, and appearance meet Company requirements
Sets clear expectations on daily assignments and procedures or process changes to Employees
Recognizes Team member achievements and ensures appropriate and effective coaching/accountability is delivered to address performance shortcomings
Actively coordinates with all departments to maintain the station’s on-time performance
Partners with fellow Supervisors and Leadership to achieve Station objectives
Ensures all Operations Agents, Customer Service Agents and Skycaps are properly assigned and utilized. Requests overtime as needed and maintains maximum use and efficiency of all Employees on duty
Proactively reallocates Employees as needed and assigns rest and meal breaks as required
Determines that aircraft are properly serviced and provisioned prior to departure and that all forms and records are properly completed and maintained
Checks on supplies and equipment to determine that station needs are met
May perform SIDA signatory responsibilities as assigned
Must be able to meet any physical ability requirements listed on this description
May perform other job duties as directed by Employee’s Leaders
Southwest Airlines is an Equal Opportunity Employer
Qualifications:
KNOWLEDGE, SKILLS AND ABILITIES
Ability to successfully complete Customer Service and Operations Agent training and perform all essential job functions of Customer Service and Operations Agents.
Ability to assume a high level of responsibility
Ability to work with others as part of a Team, meet the public and work in a variety of challenging situations under stressful conditions
Ability to effectively communicate information and instructions verbally, via radio equipment, via telephone, face to face, via public address systems and in writing
Ability to read documents, follow instructions, learn, understand, and teach Operations & Customer Service procedures, rules, and regulations. Must be able to read and write English
Ability to type and/or use a computer keyboard with sufficient speed to meet the demands of job
Ability to sufficiently use and navigate current computer software, including Microsoft Office products
Ability to work in airport operation office, gate area, jetways and air freight facilities. May be exposed to a wide variety of weather conditions and jet and machinery noise and fumes
Ability to demonstrate high awareness of hazardous situations and maintain safe working environment in addition to handling emergencies as needed
Ability to maintain alertness to moving vehicles and aircraft
Ability to work safely and with urgency under tight time constraints to accomplish quick turns of aircraft
Ability to demonstrate strong organizational skills and attention to detail
Ability to solve complex operational problems
Ability to manage highly sensitive and confidential information
Knowledge of Customer Service Agent, Ramp, Operations, Provisioning and Freight Agent collective bargaining agreements and Company policies and procedures preferred
EDUCATION
No education requirement
EXPERIENCE
Preferred: 2 years of airline related work experience in customer service functions
LICENSING/CERTIFICATION
Must be able to obtain a SIDA badge and meet all local airport requirements
Preferred: A valid driver’s license issued in the United States
Ability to obtain GSC qualification and comply with DOT drug and alcohol testing program
May be required by Station Leadership to obtain a Customs’ Seal and meet all requirements to work international flights
PHYSICAL ABILITIES
Ability 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 surfaces
Ability to climb, bend, kneel and stand on a frequent basis and for extended periods
Ability to work in cramped or high places
Ability to carry heavy items up and down jetway stairs
Must maintain the ability to wear prescribed uniforms
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 authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be able to comply with Company attendance standards as described in established guidelines
Must be at least 18 years of age
Must be able to work various shifts including nights, weekends, holidays, and overtime and some travel may be required for training
Must be fully vaccinated against COVID-19 by start date to comply with Executive Order 14042, which requires employees of federal contractors to be fully vaccinated against COVID-19
Effective March 1, 2022, Southwest Airlines is voluntarily increasing the starting wage rate for Ground Operations and Cargo Supervisors to at least $32 per hour. If hired prior to March 1, 2022, your starting wage rate begins at least $22.26 per hour until the new rate goes into effect on March 1, 2022.
401(k) match contributions are subject to the plan’s vesting schedule.
**ProfitSharing contributions are subject to the plan’s vesting schedule and are made at the discretion of the Company.
The starting wage rate increase above the contractual minimum wage is reviewed periodically and can be changed or discontinued at any time at the Company’s discretion.
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