Customer Service Agent - AUS (Part-Time)

About the role

Want to be the friendly face that welcomes Customers to Southwest? As a Customer Service Agent at Southwest, you’ll work at the ticket counter, gate area, and baggage service office to help Customers check in, answer questions, and make sure their travel goes smoothly. You’ll be one of the first Southwest Employees our Customers meet, and you’ll help set the tone for a great trip. You’ll also be there to support Customers when travel plans change, offering help and care during delays or disruptions. In this fast-moving role, your friendly attitude, teamwork, and patience make a big difference every day.

Pay

• Hourly rate: $20.22 per hour, with opportunity for future increases per applicable collective bargaining agreement wage scale based on time in position
• Opportunities for overtime and shift premiums

Benefits

• Fly for free, as a privilege, on any open seat on all Southwest flights (eligible dependents included)
• Retirement Savings Plan with dollar-for-dollar 401(k) Company match contribution up to 10% of eligible earnings (subject to vesting schedule)
• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan (subject to vesting schedule and Company discretion)
• Competitive health insurance for you and eligible dependents, with coverage options starting from the first day of employment (30 days to select and enroll, coverage retroactive to first day)
• Additional benefits details: careers.southwestair.com/benefits

Schedule

• Part-time opportunity: generally 32 hours over 5 days
• Schedules determined by seniority-based bidding process
• New hires complete 4–6 weeks of training (8-hour classroom or on-the-job sessions, 5 days per week)
• After training, part-time shifts are 6.5 hours over 5 days, with potential for mandatory overtime
• Work schedules based on seniority; may include early mornings, late nights, weekends, and holidays
• Mandatory overtime may be required to support flight operations; shift trading opportunities available
• Role is part of a Collective Bargaining Agreement (CBA) governing pay, schedules, and other job details

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 the Company
• Provides 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; responsible for overage or shortage
• Checks in baggage and cargo
• Answers telephone to provide information