Customer Service Supervisor - Los Angeles, CA (LAX) - Ground Operations Leadership Role

Join the Southwest Airlines Team: Connecting People to What's Important

At Southwest Airlines, we're passionate about delivering friendly, reliable, and low-cost air travel. As a Customer Service Supervisor in our Ground Operations team based in Los Angeles, CA (LAX), you'll play a vital role in ensuring the smooth operation of our airport services. We're looking for a highly skilled and experienced leader to manage and train our Customer Service Agents, Operations Agents, and Skycaps, prioritizing Safety above all else.

About Our Company Culture

Southwest Airlines is committed to providing a stable work environment with equal opportunities for learning and personal growth. We encourage creativity and innovation to improve our effectiveness and foster a culture of inclusion, recognition, and support for a safe work environment. As an Employee, you'll be treated with the same concern, respect, and caring attitude that we expect you to share with our Customers.

Key Responsibilities

• Actively coordinate with various Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction.
• Respond to and resolve Customer questions, requests, or complaints in a timely and professional manner.
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment.
• Meet or exceed performance goals through effective decision-making and assign tasks to Agents to ensure training compliance.
• Drive performance processes by forecasting operational situations, monitoring key metrics, and holding responsible parties accountable for results.
• Perform administrative duties, such as building shift bids, daily work assignments, payroll, and attendance reports.
• Ensure proper administration of labor contracts or agreements, minimizing labor disputes.
• May perform other job duties as directed by Employee's Leaders.

Essential Qualifications

To succeed in this role, you'll need:

• Knowledge of principles and processes for providing Customer and personal services.
• Understanding of applicable Collective Bargaining Agreements and their applications.
• Familiarity with business and management principles, including strategic planning, resource allocation, and leadership techniques.
• Administrative and clerical skills, including word processing, file management, and office procedures.
• Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions.
• Excellent communication and interpersonal skills.
• Ability to shift between multiple tasks and sources of information.
• Recognition and addressing of performance and safety concerns in a timely manner.

Preferred Qualifications

Additional qualifications that will enhance your application:

• Experience in Airlines Operation Management or Customer Service.
• SIDA (Secured Identification Display Area) badge and compliance with local airport requirements.
• GSC (Ground Security Coordinator) qualification and adherence to DOT (Department of Transportation) drug and alcohol testing program.
• Customs Seal and ability to work on international flights (if required by Station Leadership).

What We Offer

As a Customer Service Supervisor at Southwest Airlines, you'll enjoy:

• Competitive pay: $32.32 per hour, depending on qualifications and experience.
• Opportunities for overtime and shift premiums.
• Bonus opportunities for eligible Leadership and individual contributor roles.
• Fly for free on any open seat on all Southwest flights (you and your eligible dependents).
• Up to 9.3% 401(k) Company match, dollar for dollar, of your eligible pay.
• Potential for annual ProfitSharing contribution toward retirement.
• A dynamic work environment with opportunities for growth and development.

Work Environment and Company Culture Highlights

As a Southwest Airlines Employee, you'll be part of a team that values:

• A culture of inclusion, recognition, and support for a safe work environment.
• Creativity and innovation to improve our effectiveness.
• Equal opportunities for learning and personal growth.
• A well-groomed appearance per Company appearance standards.
• Compliance with Company attendance standards.

Career Growth Opportunities and Learning Benefits

At Southwest Airlines, we're committed to helping you grow and develop your skills. As a Customer Service Supervisor, you'll have access to:

• Continuous learning and development opportunities.
• Leadership training and coaching.
• Talent management practices to support your career advancement.

Physical Abilities and Other Requirements

To perform this job, you'll need:

• Ability to work from a limited space workstation/desk/office area for extended periods.
• Effective communication and interaction with others in English.
• Sufficient speed and accuracy in using a computer and other office productivity tools.
• Physical abilities, such as lifting (50lbs.), standing, sitting, pulling, pushing, squatting, climbing, walking, kneeling, reaching, crawling, and writing.
• Ability to work in outdoor and inclement weather conditions.
• U.S. citizenship or current authorization to work in the U.S.
• At least 18 years of age.

Join Our Team!

If you're a motivated and experienced leader looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Supervisor at Southwest Airlines, you'll play a vital role in delivering exceptional Customer service and supporting our Ground Operations team. Apply now and become part of our dynamic team!

Southwest Airlines is an Equal Opportunity Employer. We welcome applicants with diverse thoughts, backgrounds, and experiences.