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Customer Service Agent - MDW (Part-Time) - Chicago, IL

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Southwest Airlines, a major American airline known for its low-cost fares and exceptional customer service, is hiring for the Customer Service Agent position in the Ground Operations department. Southwest Airlines has built a stellar reputation for connecting people to what matters most in their lives through friendly, reliable, and affordable air travel. The company embraces a culture that values creativity, innovation, and mutual respect among its employees and customers alike. Southwest Airlines is committed to providing its employees a stable working environment, opportunities for learning, personal growth, and a supportive atmosphere where everyone is treated with equal dignity and respect. At Southwest Airlines, the role of Customer Service Agent is a pivotal position within Ground Operations that ensures a seamless and hospitable travel experience for all customers. This part-time role offers employment with a base pay rate of $19.63 per hour, along with opportunities for future pay increases, overtime, and shift premiums based on seniority and collective bargaining agreements. The Customer Service Agent is usually the first Southwest employee customers encounter, playing an essential role in setting a positive tone for their journeys. Responsibilities include providing legendary customer service at ticket counters, baggage service offices, and gate areas, handling check-in, ticketing, boarding, reservations, and baggage management. This role requires excellent multitasking abilities and the capacity to work effectively under pressure in a dynamic, fast-paced airport environment. New hires will undergo 4-6 weeks of comprehensive training, which involves classroom and on-the-job learning to ensure thorough preparation. Shifts may include early mornings, late evenings, weekends, and holidays, with schedules assigned through a seniority-based bidding process. Since this is a role governed by a Collective Bargaining Agreement, it emphasizes teamwork, cooperation, and commitment to upholding Southwest’s values. Employees enjoy a wide range of benefits, including free flights on Southwest Airlines for themselves and eligible dependents, matching retirement contributions up to 10% of eligible earnings, potential profit-sharing, competitive health insurance plans effective from the first day of employment, and more. Southwest Airlines prioritizes an equitable hiring process and fosters diversity and inclusion in its workplace. In addition to strong interpersonal skills and customer focus, ideal candidates should be comfortable operating computerized point-of-sale systems, managing financial transactions accurately, and responding quickly to customer needs and issues such as missed connections, canceled flights, and lost luggage. Physical fitness is also important as the role involves lifting heavy items regularly and enduring extended periods of standing, climbing, bending, and kneeling. Overall, this position offers a rewarding career opportunity for those seeking to join a reputable airline committed to employee well-being and excellent customer service. Individuals passionate about travel, hospitality, and teamwork will find this role both fulfilling and dynamic within the vibrant airline industry.
  • Must be at least 18 years of age
  • Must be a U.S. citizen or have authorization to work in the United States
  • Ability to work shift work and/or overtime
  • Must be able to obtain a SIDA badge and meet local airport requirements
  • Must maintain a well-groomed appearance per company standards
  • Ability to lift and/or move items up to 70 pounds regularly
  • Must comply with company attendance standards
  • Must be able to use computer keyboard with sufficient speed
  • Must be able to communicate effectively verbally and in writing
  • Ability to work under tight time constraints
  • Must be willing to work early mornings, late evenings, weekends, and holidays
  • No current or future work authorization sponsorship available
  • Must complete mandated training and evaluations
  • Ability to perform all job functions within a limited space
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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