Ability to perform work duties from for extended periods of time.Preferred Experience working in a customer service environment providing issue resolution via written, verbal, and/or social communication formats.
#Southwest airlines customer service software#
Preferred Experience using Microsoft Office Software.Preferred Experience with Customer Relations related programs including TLC and ARD.Required: Bachelor's Degree or 4 years equivalent work experience.Ability to work in an fast-paced environment where productivity is measured via various metrics.Ability to make decisions with solid judgment and integrity while keeping the best interests of the Customer and Southwest Airlines in mind.Patience and flexibility to respond to the changing needs of Customers.Must meet confidentiality expectations as to confidential, proprietary, and sensitive Company information.Prioritizes multiple tasks simultaneously with frequent interruptions and time constraints.Establishes and maintains effective working relationship.Communicates with professionalism, assertiveness, and empathy.Exercises good judgment and ethical standards in a variety of situations.Demonstrates courtesy, tact and diplomacy.Uses critical thinking skills when faced with a problem or task.Demonstrate excellent interpersonal and active listening skills.
Strong writing skills including grammar, punctuation, spelling and usage of the English language.Strong organizational and time management skills.May perform other job duties as directed by Employee's Leaders.Must be able to meet any physical ability requirements listed on this description.Build and maintain Customer loyalty by providing prompt and courteous service, building rapport with each individual, and providing information on benefits of joining Southwest Airlines frequent flyer program.Stay up to date on Company events, internal communication, policies, and procedures to better communicate Company actions and changes to External Customers.Implement resolutions to Customer concerns by processing refunds or vouchers, documenting resolution, educating the Customer, and ensuring DOT responsiveness in order to satisfy both Customer and Company needs.Determine appropriate level of goodwill gestures by following Southwest guidelines when necessary in order to resolve Customer concerns.Diffuse heightened Customer situations by utilizing active listening, probing, and conflict resolution techniques in order to provide excellent Customer service and a positive outcome, as well as implementing any follow up actions.Resolve general Customer inquiries by navigating multiple systems to obtain all relevant facts and collaborating with other Departments to corroborate information in order to satisfy both Customer and business needs while maintaining DOT compliance.Respond to Customer calls or written correspondence by determining the appropriate tone, creating personalized communication, and utilizing the Southwest voice in order to provide timely and thorough communication.Customer Relations Representatives efficiently and properly resolve Customer concerns by gathering information, implementing corrective actions, ensuring Department of Transportation compliance, and performing related tasks. The Representative provides legendary Customer Service by effectively communicating with Customers via telephone and electronic channels (e.g.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. Southwest will provide a stable work environment with equal opportunity for learning and personal growth.
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