Supervisor Customer Service - BWI

Overview

Department: Ground Operations

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.

For external applicants only
:
Maryland residency required. Southwest Airlines will consider your interest for this position if you are currently a resident of Maryland. Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or in person and not selected for the Supervisor Customer Service position at BWI within the last 12 months.

Pay of $34.94 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 on any open seat on Southwest flights (your eligible dependents too)
• Company retirement savings plan with dollar-for-dollar 401(k) company match contribution of up to 9.3% of eligible earnings
• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan
• Competitive health insurance for you and your eligible dependents
• Health plan coverage options start from day one of employment with 30 days to enroll; coverage retroactively available to first day

Want to lead a Team that helps Customers every day? A Supervisor Customer Service at Southwest Airlines manages and supports Customer Service Agents, Operations Agents, and Skycaps. They ensure work is done safely and on time, help solve problems, and respond to Customer questions. Supervisors monitor scheduling, training, and daily reports; share important updates with the Team. They work with other Airport Operations Teams to keep flights on schedule and Customers satisfied.

• Shifts are assigned based on seniority and 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.

We are 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.

• Guide and lead team members using SWA talent management practices to coach, develop, and engage employees
• Adhere to Company values and competencies to foster a culture of inclusion, recognition, and a safe work environment
• Invest in leadership and self-growth through continuous learning and development

• Actively coordinate with all Departments to maintain the station s on-time performance, Employee morale, and Customer satisfaction
• Respond to and resolve Customer questions, requests, or complaints
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment; meet or exceed performance goals; assign and track Agents for training compliance
• Coordinate with all Departments to maintain the Station s on-time performance and report status updates
• Drive performance processes by forecasting operational situations, monitoring key metrics, and upholding accountability; review and ensure accurate delay coding
• Work with staff planning to build bids aligned with department hourly goals
• Perform administrative duties daily (shift bids, closing bids, daily work assignments, payroll, attendance reports) and monitor staffing and overtime use
• Ensure proper administration of labor contracts or agreements, minimizing labor disputes
• May perform other duties as directed by leadership

• Knowledge of principles and…