Customer Service Agent - BUF (Part-Time)

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must remove boilerplate, navigation, EEO, etc. Must preserve all substantive info. We need to parse the posting. Key sections: - Department Ground Operations (maybe not needed) - Our Company Promise (maybe not needed? It's a statement about company values; could be considered "About the role"? Not exactly. Might be considered "About the role" or "Company Overview". The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can create sections like "About the role" for description of role, responsibilities, etc. But we also have separate Responsibilities section. So we need to decide. We have: - Job Description (for external applicants only: residency NY, not considered if interviewed etc). That's eligibility criteria. Could be part of "Requirements" or "Qualifications". We'll treat as "Requirements" maybe. - Pay & Benefits: includes pay $20.22 per hour, overtime, shift premiums, benefits list: free flight, 401k match, profit sharing, health insurance, link to benefits. - Additional details: part-time opportunity, schedule details, training, CBA, work schedule, mandatory overtime, shift bidding, US citizenship requirement, etc. This includes schedule info. - Responsibilities: list of duties. - Knowledge, Skills And Abilities: list of KSAs. - Education: No education requirement. - Experience: No experience requirement. - Licensing/Certification: Must obtain SIDA badge, maybe Customs Seal. - Physical Abilities: lift etc. - Other Qualifications: well-groomed appearance, US citizenship, at least 18, attendance standards, shift work, foreign language desirable. - Pay Rate $20.22 (duplicate). - EEO statement (remove). - Job Posting End Date (maybe minor metadata, could be placed in a short p or dropped). We'll drop or put in a short p. We must not create sections with filler like "commensurate with experience". We have actual content for Pay, Benefits, Schedule, Responsibilities, Skills/Knowledge, Qualifications (maybe combine Licensing/Certification, Physical Abilities, Other Qualifications as "Qualifications"). We need to decide which headings to use: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have content for: - About the role: maybe the Job Description paragraph describing role (the friendly face welcoming customers, ticket counter, gate area, baggage service, etc). That's substantive. - Responsibilities: the list under "Responsibilities". - Requirements: maybe the eligibility criteria (NY residency, not interviewed etc), plus US citizenship, at least 18, attendance standards, etc. Also maybe "No education requirement", "No experience requirement". Could be under Requirements. - Qualifications: could include Licensing/Certification, Physical Abilities, Other Qualifications (well-groomed appearance, etc). Could also include Knowledge, Skills And Abilities? But we have a separate Skills heading. So Skills heading for KSAs. - Benefits: list of benefits. - Pay: pay rate $20.22 per hour, overtime, shift premiums, future increase per CBA. - Schedule: part-time opportunity, hours, training schedule, shift details, mandatory overtime, bidding process. We must not repeat content. Ensure we preserve all substantive info. We need to output only HTML fragment, no /, no markdown. We'll produce something like:

About the role

...

Responsibilities

• ...
...

Requirements

• ...
...

Qualifications

• ...
...

Skills

• ...
...

Benefits

• ...
...

Pay

...

Schedule

...

Potential minor metadata like Job Posting End Date could be a short p at end, but instruction says fold minor metadata into a short

or drop it. We could add a

Job posting end date: 09/21/2026.

at end. We must not include EEO etc. Now we need to extract exact text. Let's gather content. About the role: The paragraph after "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. See what a day as a Customer Service Agent looks like: swa.is/DayWithCSA" We'll include that as About the role. Responsibilities: The list under "Responsibilities". Let's capture each bullet. Responsibilities text: "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 Responsibilities 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 shortage 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. Resolves such problems quickly and within guidelines established by the Company 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 Duties may vary due to the size and organization of the station Must be able to meet any physical ability requirements listed on this description May perform other job duties as directed by Employee's Leaders" We need to split into list items. Some sentences are long; we can keep as separate items. We'll produce

• Provides friendly service to and maintains positive relationships with all internal and external Customers
... etc. Requirements: Eligibility criteria: "For external applicants only: Southwest Airlines will consider your interest for this position if you are currently a resident of the State of New York. 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." Also "U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available." Also "Must be at least 18 years of age". Also "Must be able to comply with Company attendance standards as described in established guidelines". Also "Ability to work shift work and/or overtime". Also "Foreign language skills are desirable, but not required" (maybe more of a skill). Also "Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines" (maybe qualification). Also "Must be able to obtain a SIDA badge and meet all local airport requirements" (licensing). Also "May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights". Also "Must maintain ability to wear prescribed uniforms". Also "Must be able to perform all job functions within a limited space". Also "Must be able to effectively communicate verbally by telephone, face to face and on public address systems". Actually those are KSAs. We need to separate Requirements vs Qualifications vs Skills. Given the headings list, we can put: - Requirements: residency NY, not interviewed etc, US citizenship/auth to work, at least 18, attendance standards, shift work/overtime eligibility, maybe SIDA badge? But SIDA badge is licensing/certification. Better: Requirements: legal eligibility (NY residency, US citizenship/auth to work, at least 18, attendance standards, shift work/overtime). Also maybe "No education requirement", "No experience requirement" could be under Requirements but they are statements of none. Qualifications: Licensing/Certification (SIDA badge, Customs Seal), Physical Abilities (lift, climb, bend, kneel, stand, wear uniform, limited space), Other Qualifications (well-groomed appearance, etc). Also maybe "Ability to work shift work and/or overtime" could be schedule. Skills: Knowledge, Skills And Abilities list. Let's extract KSAs: "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" Note: some overlap with other sections (well-groomed appearance, limited space). We'll keep them in Skills. Now Benefits: list: "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, which includes a dollar for-dollar 401(k) Company match contribution up to 10% of your eligible earnings Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit Competitive health insurance for you and your eligible dependents Southwest offers health plan coverage options that start from the first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment. Explore more benefits you’ll love: https://careers.southwestair.com/benefits" We'll include as list items. Pay: "Pay of $20.22 per hour*, with the opportunity for future increase per applicable collective bargaining agreement wage scale based on time in position. Opportunities for overtime and shift premiums." Also later "Pay Rate $20.22". We'll combine. Schedule: "This is a part-time opportunity. At Southwest, Part-Time Employees generally work 32 hours over 5 days, but schedules are determined in accordance with a seniority-based bidding process. New Hires will complete 4-6 weeks of