Bilingual Customer Representative

• Ethernet internet connection of at least 50 Mbp/s and upload speed at least 5 Mbp/s

Responsibilities

• Engage with Customers via phone, email, chat, and social media to provide exceptional support and resolve inquiries with professionalism and care

• Assist Customers with booking flights, modifying reservations, purchasing tickets, and navigating Southwest.com while offering solutions that meet their travel needs

• Provide accurate information about fares, schedules, policies, and flight status, ensuring clarity and confidence in every interaction

• Address and resolve Customer issues using sound judgment, effective problem-solving techniques, and a positive attitude

• Finalize flight sales, promote ancillary products, and offer guidance

• Utilize computerized systems effectively and stay current with updates

• Adhere to structured schedules and performance expectations while working in a fast-paced, highly organized, 24/7 operation

• Contribute to a collaborative Team environment while actively enhancing your skills and knowledge. Remain focused and engaged while working remotely in a fixed position for extended periods of time to handle Customer interactions efficiently

• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Skilled in using strong verbal, written, and interpersonal communication skills with the ability to provide exceptional service in high-pressure situations

• Skilled in demonstrating empathy, patience, and professionalism while resolving Customer concerns

• Ability to utilize sound judgment and critical thinking to balance Customer needs with business priorities, ensuring positive outcomes for both Southwest Airlines and our Customers

• Ability to embrace change, stay current with procedures, promotions, and policies, and quickly adjust to new information and processes

• Ability to work effectively both as part of a Team and independently, demonstrating self-discipline, accountability, and requiring minimal supervision

• Ability to prioritize tasks efficiently to meet deadlines, maintain performance standards, and deliver quality outcomes in a fast-paced environment

• Knowledge in navigating multiple computer systems, online tools, and reservation platforms while efficiently resolving Customer inquiries

• Skilled in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and web browsing tools

• Comfortable on camera when collaborating with Cohearts during scheduled hours to maintain connection and engagement

• Ability to adhere to established attendance standards, follow scheduling requirements, and demonstrate flexibility to work varied shifts, including nights, weekends, and holidays

• Skilled in maintaining a high regard for sensitive information while demonstrating strong attention to detail and accuracy in fare calculations, bookings, and documentation

• Ability to actively participate in ongoing training (classroom, online, and on-the-job) to remain proficient in job-related knowledge, systems, and equipment

• Required: High School Diploma or GED

• Entry level experience, developing skills and knowledge in:
  • In-person and/or virtual Customer Service
  • Strong proficiency for performing multiple software functions

• N/A

• Ability to perform duties while seated at a workstation for extended periods in a structured environment.
• Capable of effectively communicating and interacting in English and Spanish to meet job requirements
• Proficient in using a computer, keyboard, and office productivity tools with sufficient speed and accuracy to support operational demands
• Ability to type efficiently and accurately to manage Customer interactions and system entries
• Some travel is required for Training and is optional for in-person engagement events
• Must be able to wear a headset for prolonged periods while handling Customer communications

• Must be fluent in Spanish and English, written communication required in English and is preferred in Spanish
• Must partake and pass a standardized Spanish fluency test, which will be administered as part of the interview process
• Must maintain a professional, well-groomed appearance in accordance with Company standards
• Must be a U.S. citizen or authorized to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Must adhere to Company attendance standards and follow designated schedules, including breaks and lunches
• Must demonstrate flexibility to work various shifts, including nights, weekends, and holidays, with potential for extended hours during peak periods
• Highly motivated self-starter with strong multitasking abilities and the drive to excel in a fast-paced environment

*Pay amount does not guarantee employment for any particular period of time.
**401(k) match contributions are subject to Retirement Savings Plan vesting schedule
and applicable IRS limits
***ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule
and are made at the discretion of the Company.