Supervisor Customer Service-Chicago MDW

Department:Ground OperationsOur Company PromiseWe 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 Customer Service Supervisors manage and train Customer Service Agents, Operations Agents, and Skycaps at our Station. This role connects with many People to ensure the assignments of various Ground Operations Teams are completed with Safety as the top priority. The Customer Service Supervisor serves as a Leader by observing and offering guidance, ensuring Safety and compliance procedures are followed, and reading and delivering communications to convey important updates. Customer Service Supervisors seamlessly pivot from one task to another as needed and are strategic thinkers that communicate effectively while leading and supporting a Team. Additional details: A role that includes working assigned shifts based on seniority. 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 or future work authorization sponsorship available. 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. Pay & BenefitsPay of $32.32 to $32.32 per hour*, depending on qualifications and experience. Opportunities for overtime and shift premiums. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.Benefits you’ll love:•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, of your eligible pay, per paycheck**•Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit***•Explore more Benefits you’ll love: https://careers.southwestair.com/benefitsJob SummaryProvides Customer Service by managing Customer Service Agents, Operations Agents, and Skycaps. Oversees Agent work performance to ascertain that all job assignments are carried out according to Company regulations in a safe and efficient manner and to assure that an on-time operation is maintained.Model the Southwest WayGuide and lead team members using SWA talent management practices to coach, develop, and engage employeesAdhere to Company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environmentInvest in leadership and self-growth through participating in continuous learning and developmentResponsibilitiesActively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfactionRespond to and resolve Customer questions, requests, or complaintsOversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment, Meet or exceed performance goals through effective decisions, Assign and track Agents for training complianceCoordinate actively with all Departments to maintain the Station's on-time performance. Report status updates to leaders and employees consistentlyDrive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results, review and ensure accurate delay codingWork with staff planning to build bids that are in line with department’s hourly goals.Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properlyAssure proper administration of labor contracts or agreements, emphasizing minimal labor disputesMay perform other job duties as directed by Employee’s LeadersKnowledge, Skills, and AbilitiesKnowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfactionKnowledge of applicable Collective Bargaining Agreements and their applicationsKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resourcesKnowledge 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 terminologySkilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problemsAbility to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)Ability to apply general rules to specific problems to produce answers that make senseAbility to recognize and address performance and safety concerns in a timely mannerAbility to ensure all equipment is maintained and available for the operationEducationNAExperienceFully functioning, broad knowledge in:Airlines Operation ManagementCustomer ServiceLicensing/CertificationMust be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirementsAbility to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing programMay be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flightsPhysical AbilitiesAbility to perform work duties from [limited space workstation/desk/office area] for extended periods of timeAbility to communicate and interact with others in the English language to meet the demands of the jobAbility to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the jobAbility to perform physical activities such as lifting (50lbs.), standing, sitting, pulling, pushing, squatting, climbing, walking, kneeling, reaching, crawling, and writingAbility to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions.Ability to perform assigned duties in outdoor and inclement weather conditionsOther QualificationsMust maintain a well-groomed appearance per Company appearance standards as described in established guidelinesMust be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986Must be at least 18 years of ageMust be able to comply with Company attendance standards as described in established guidelines*Pay amount does not guarantee employment for any particular period of time. **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 CompanySouthwest Airlines is an Equal Opportunity Employer.Please print/save this job description because it won't be available after you apply.

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