Customer Service Agent - COS

For external applicants only: Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Colorado. 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 COS within the last 12 months.

Pay & Benefits

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.

• 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. Health plan coverage options start from the first day of employment; you'll have 30 days to select and enroll, with coverage retroactively available to your first day

Explore more benefits.

About the Role

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 ensure their travel goes smoothly. You’ll be one of the first Southwest Employees our Customers meet, setting the tone for a great trip. You’ll also 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.

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 International Association of Machinists and Aerospace Workers (IAM) 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. is required; no current or future work authorization sponsorship is available. Learn more about becoming a Customer Service Agent and check out the FAQs.

Responsibilities

• Provides friendly service and maintains positive relationships with all internal and external Customers
• Works in a cooperative spirit to ensure the success of the Company
• Handles ticketing, check-in, boarding, baggage service, reservations, and resolves related complaints and problems using a computerized point-of-sale system
• Greets and assists Customers in a polite and friendly manner; handles cash, checks, credit cards, travel vouchers, and coupons as forms of payment; computes charges, makes change, and balances daily transactions
• Checks in baggage and cargo; answers telephones to provide information, page customers, resolve problems, or assist as needed
• Handles transactions required to board the aircraft in a timely and efficient manner
• Resolves issues related to oversells, delayed or cancelled flights, lost, delayed, or damaged luggage quickly and within Company guidelines
• Provides current and accurate fare, schedule, reservations, and flight arrival/departure information; answers general inquiries from Customers and visitors
• Completes forms and reports as required by the Company; writes irregularity and complaint reports
• Duties may vary due to the size and organization of the station
• Must be able to meet physical ability requirements listed in this description; may perform other job duties as directed

Skills & Abilities

• Ability to type and/or use a computer keyboard with sufficient speed to meet job demands
• 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 satisfactorily complete Customer Service Agent training program with an 80% or greater average and an evaluation period
• Aware of hazardous situations and able to handle emergencies as needed
• Able to 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
• Able to perform all job functions within a limited space
• Able to effectively communicate verbally by telephone, face to face, and on public address systems
• Possess good written and oral skills; able to communicate information and instructions verbally or via radio equipment
• Foreign language skills are desirable, but not required

Physical Abilities

• Must 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 surfaces
• Must be able to climb, bend, kneel, and stand on a frequent basis and for extended periods
• Must maintain the ability to wear prescribed uniforms

Qualifications

• 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 at least 18 years of age
• Must be able to comply with Company attendance standards
• Must be able to obtain a SIDA badge and meet all local airport requirements
• May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights
• Must maintain a well-groomed appearance per Company appearance standards

No education or experience requirement.

The pay amount doesn’t guarantee employment for any particular period. 401(k) Company match contributions are subject to the plan’s vesting schedule. Match contributions may vary based on the position. Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company.