Assistant Manager Customer Service

Department:

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:

The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what's important in their lives through friendly, reliable, and low-cost air travel. Our Assistant Manager Customer Service supports our Purpose in their work championing Customer Service Teams at our station. This role works collaboratively with Leaders in Ground Operations to coordinate all Station functions, ensure a safe operation, foster Southwest Hospitality, and drive on-time performance. The Assistant Manager Customer Service brings their leadership and unique background to this growing Station, where they'll have an opportunity to drive the future of Ground Operations.

As the Dallas (DAL) Assistant Manager Customer Service, you can expect:

• A role that includes working assigned shifts. Shifts can include early mornings, late evenings, weekends, and holidays.

• U.S. citizenship or current authorization to work in the U.S. required and no current orfuture workauthorization sponsorship available.

• For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.

• Fly for free, as a privilege, on any open seat on all Southwest flights-your eligible dependents too.

• Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck. *

• Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit. **

• Explore more Benefits you'll love: swa.is/benefits

Southwest Airlines is an Equal Opportunity Employer.We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

• Guide and lead team members using SWA talent management practices to coach, develop and engage employees
• Adhere to Company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environment
• Invest in leadership and self-growth through participating in continuous learning and development

• Actively coordinate with all Departments to maintain the Station's on-time performance
• Monitor staffing in all areas and verify that overtime is used properly
• Drive performance processes by setting goals and objectives, monitoring results against key metrics, and holding responsible parties accountable for results
• Maintain a safe working environment and institute programs designated to help reduce accidents and injuries
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
• Advise Management and other departments in understanding the assigned functional work area's purpose, current workload, and methodology for assignment delivery
• Coach and develop to establish a diverse talent pipeline
• Complete assigned and project tasks with minimal direction
• Meet or exceed performance goals through effective decisions
• May perform other job duties as directed by Employee's Leaders

• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
• Knowledge of principles and processes for providing Customer and personal services including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Skilled in assessing the performance of yourself, other individuals, or organizations to make improvements or take corrective action
• Ability to listen to, understand and communicate ideas presented in writing and/or in speaking with others
• Ability to tell or recognize when something is wrong or is likely to go wrong
• Ability to apply general rules to specific problems to produce answers that make sense

• Required: High School Diploma or GED

• Fully functioning, broad knowledge of Airline Operations

• N/A

• Ability to perform work duties from [limited space workstation/desk/office area] for extended periods of time
• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
• Ability to perform physical activities such as lifting (50lbs.), standing, sitting, pulling, pushing, squatting, climbing, walking, kneeling, reaching, crawling, and writing

• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
• Must be a U.S. citizen or have the 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 as described in established guidelines

*401(k) match contributions are subject to the plan's vesting schedule and applicable IRS limits

**ProfitSharing contributions are subject to plan's vesting schedule and are made at the discretion of the Company

Southwest Airlines is an Equal Opportunity Employer.
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