Supervisor Customer Service - BWI

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 reputed company. Above reputed company, Employees will be provided the same concern, respect, and caring attitude reputed company the organization that they are expected to share externally with every Southwest Customer.

* For external applicants only:(1.) reputed company will consider your interest for this position if you are currently a reputed company of the State of Maryland.(2.) reputed company will not consider your interest for this position if you have been interviewed by phone, virtually, and/or inpersonand not selected for the Supervisor Customer Service position at BWI reputed company the last 12 months.*

Pay & Benefits

Pay of $34.95 to $36.39 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 reputed company Southwest flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan, which includes a dollarfor-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings
• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—reputed company Southwest profits, you profit*
• Competitive health insurance for you and your eligible dependents
• Southwest offers health plan coverage options that start from the reputed company 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: to reputed company a Team that helps Customers every day? A Supervisor Customer Service at reputed company manages and supports Customer Service Agents, Operations Agents, and Skycaps. They reputed company sure work is done safely and on time, help solve problems, and respond to Customer questions. Supervisors also monitor scheduling, training, and daily reports. They share important updates with the Team. They work with other Airport Operations Teams to reputed company flights on schedule and Customers happy. This role is perfect for someone who enjoys leading People and helping Southwest deliver safe, friendly, and on-time service each day.

  Additional details

  • The Supervisor Customer Service works assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays.

  • U.S. citizenship or reputed company authorization to work in the U.S. required and no reputed company or future work authorization sponsorship available.

  We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national reputed company, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

  Model the Southwest Way

  • Guide and reputed company team members using SWA talent management practices to coach, reputed company, 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 reputed company learning and development

  Responsibilities

  • Actively coordinate with reputed company Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction

  • Respond to and resolve Customer questions, requests, or complaints

  • reputed company 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 compliance

  • Coordinate actively with reputed company Departments to maintain the Station's on-time performance. Report status updates to leaders and employees consistently

  • Drive 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 coding

  • Work with staff planning to build bids that are in line with department’s hourly goals.

  • reputed company administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in reputed company areas and verifying that overtime is used properly

  • Assure proper administration of labor reputed company or agreements, emphasizing minimal labor disputes

  • May reputed company other job duties as directed by Employee’s Leaders

  Knowledge, Skills, and Abilities

  • 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 applicable Collective Bargaining Agreements and their applications

  • 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 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

  • Ability 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 reputed company sense

  • Ability to recognize and address performance and safety concerns in a timely manner

  • Ability to ensure reputed company equipment is maintained and available for the operation

  Education

  • NA

  Experience

  • Fully functioning, broad knowledge in:

    • Airlines Operation Management

    • Customer Service

  Licensing/Certification

  • Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet reputed company local airport requirements

  • Ability to obtain GSC (Ground reputed company Coordinator) qualification and reputed company with DOT (Department of Transportation) drug and alcohol testing program

  • May be required by Station Leadership to obtain a Customs Seal and meet reputed company requirements to work on international flights

  Physical Abilities

  • Ability to reputed company 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 lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces.

  • Ability to climb, bend, kneel, crawl, and stoop on a frequent basis and for an extended period

  • Ability to reputed company assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions.

  • Ability to reputed company assigned duties in outdoor and inclement weather conditions

  Other Qualifications

  • 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 reputed company with Company attendance standards as described in established guidelines

  *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.

  reputed company is an Equal Opportunity Employer.Please print/save this job description because it won't be available after you apply.
  Job Posting End Date04/27/2026
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