Bilingual Customer 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:
Job Description

Pay & Benefits:
Pay of $19.03 per hour*, with the opportunity for future increase
per applicable collective bargaining agreement wage scale based on time in position.
Opportunities for overtime and shift premiums.

Benefits you'll love:
• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligibledependents too)
• Southwest will help fund your Retirement Savings Plan with Companycontributions up to 9.3% of your eligible earnings**
• Potential for annual ProfitSharing contribution in the Southwest RetirementSavings Plan - when Southwest profits, you profit***
• Competitive health insurance for you and your eligible dependents (includingpets)
• Southwest offers health plan coverage options that start from the very first day ofemployment. You will have 30 days to select and enroll in your health plan withcoverage retroactively available to your first day of employment.
• Explore more Benefits you'll love: https://careers.southwestair.com/benefits

At Southwest Airlines, we're committed to providing Legendary Customer Service and building Customer relationships. It's at the Heart of our Company since 1971. We entrust our Bilingual Customer Representatives to develop and maintain relationships with Internal and External Customers through industry-leading phone and written communication while working 100% remotely. They'll also act as dynamic problem-solvers, partner with other workgroups to advocate for Company improvement, and achieve our Purpose of connecting People to what's important in their lives through friendly, reliable, and low-cost air travel.

Additional details:
• Join a Customer Representative training class as early as August 2025. Training classes will be filled based on operational and business needs. Train for this role for a total of (8) weeks-two (2) weeks in person at our Corporate Campus in Dallas and the remaining six (6) weeks completed remotely from your home location
• Note: The external posting may close early based on the number of applicants.

Customer Representatives should have the following:
• Ethernet internet connection of at least 50 Mbp/s and upload speed at least 5 Mbp/s
• Residency in one of the following states: Arizona, Arkansas, Florida, Georgia, Indiana, Kansas, Kentucky, Michigan, Mississippi, Missouri, New Mexico, Nevada, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Utah, and Wisconsin
• Learn more aboutthe role and FAQs by visiting our Customer CARE Representative page: https://careers.southwestair.com/customer-care
• U.S. citizenship or current authorization to work in the U.S. is required, and no current or future work authorization sponsorship available

Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

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

Education
• Required: High School Diploma or GED

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

Licensing/Certification
• N/A

Physical Abilities
• 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

Other Qualifications
• 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.

Pay Rate:
$19.03

Southwest Airlines is an Equal Opportunity Employer.
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