Proactive Customer Service Representative

Department:

Customer CARE

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:

As a Proactive Customer Service Representative, you'll work behind the scenes to anticipate Customer needs before they ever have to ask. From monitoring the operation and identifying disruptions to proactively communicating solutions, you'll help reduce stress and uncertainty during a Customer's travel journey. This role combines operational awareness with Southwest Hospitality, ensuring Customers receive timely updates, recovery options, and personalized support when travel plans don't go as expected. If you thrive in a fast-paced environment and want to make a difference during some of the most important moments in a Customer's experience, this role puts you at the center of delivering care when it matters most. Learn more about Customer CARE and the Hospitality they provide to our Customers each day: swa.is/CARE2026

Additional Details

• Join a training class in January 2027. Training classes will be filled based on operational and business needs. Train for this role for a total of four weeks, in person at our Corporate Campus in Dallas, Texas.
• The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours.
• Work schedules are based on seniority and may include early mornings, late nights, weekends, and holidays. There are also opportunities to trade shifts and find a schedule that works for you.
• U.S. citizenship or current authorization to work in the U.S. required and no current 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 origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

Responsibilities

• Monitor daily operations to identify and assess flight disruptions impacting Customers
• Validate reasons for disruption, including delay codes, to ensure accuracy and alignment across systems
• Communicate proactively with Customers impacted by irregular operations using clear, timely, and actionable messaging
• Provide Customer recovery solutions by issuing self-serve accommodation options, including hotel, meal, and transportation support
• Execute proactive remediation strategies, including Confirmed Pre-Move offers and end-to-end disrupted flight resolution
• Support Passengers of Note through proactive outreach and tailored Customer recovery solutions
• Collaborate with cross-functional Teams and stations to maintain situational awareness and support operational alignment
• Maintain awareness of operational updates and changes to ensure accurate Customer communication
• Support 24-hour operations through assigned shifts, including evenings, weekends, and holidays as needed
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Knowledge of airline operations, irregular operations management, and disruption response strategies
• Knowledge of delay codes, operational workflows, and system alignment across Customer and operational platforms
• Knowledge of Customer service principles, including service quality standards and Customer experience impact
• Skilled in analyzing operational data to identify disruption drivers and determine appropriate Customer solutions
• Skilled in written communication, delivering clear, accurate, and Brand-aligned messaging
• Skilled in navigating multiple systems (i.e. OpsSuite, C360, and/or ARD) and tools to execute Customer recovery and remediation
• Ability to interpret real-time operational changes and translate them into Customer-facing actions
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail

Education

• Required: High School Diploma or GED

Experience

• Entry level experience, developing skills and knowledge in:
• Managing real-time Customer scenarios in a fast-paced, operational environment
• Interpreting operational information to assess Customer impact and determine appropriate recovery actions
• Providing Customer support across a range of situations, including time-sensitive and complex scenarios
• Navigating operational and Customer engagement systems to deliver timely and effective solutions

Licensing/Certification

• N/A

Physical Abilities

• This role is primarily in-office to support real-time operational awareness and cross-Team collaboration. (Remote work is limited, requires Leadership approval and must satisfy business needs)
• Ability to perform duties both in-office and from an approved remote location as assigned
• 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

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 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
• Ability to meet confidentially expectations as to confidential, proprietary, and sensitive Company information
• Ability to work rotating shifts for extended periods during peak workloads and adhere to schedule including lunch and break times (may include evenings, weekends, and holidays)

Pay & Benefits:

• Competitive market salary from $45,350 per year to $50,400 per year* depending on qualifications and experience. 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)
• Southwest will help fund your Retirement Savings Plan, which includes a dollar for-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 - when Southwest profits, you profit***
• Competitive health insurance for you and your eligible dependents
• Southwest offers health plan coverage options that start from the very 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: https://careers.southwestair.com/benefits

*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

Southwest Airlines is an Equal Opportunity Employer. Please print/save this job description because it won't be available after you apply.