Position

Customer Service Agent – Madison, USA – $21 per hour

Overview

The mission is to connect people to the essentials of their lives through pleasant, reliable air travel. As a Madison Customer Service Agent, you’ll be the first point of contact, setting a hospitable tone for our passengers.

Duties

• Provide excellent customer support and maintain friendly relationships with all internal and external customers.
• Work cooperatively to achieve company goals and respond to operational needs.
• Handle all ticketing, boarding, baggage, reservations, and related inquiries using the automatic point‑of‑sale system.
• Process cash, assessments, credit cards, travel vouchers, and coupons for tickets; calculate fares; balance daily transaction totals.
• Check in baggage and load items; answer phone, web, and email inquiries; resolve issues efficiently.
• Assist passengers with problems related to overselling, flight delays or cancellations, and lost, delayed, or damaged baggage.
• Provide accurate flight schedules, reservations, and arrival/departure information to customers and airport staff.
• Complete required paperwork and internal reports; submit exception and claim reports as needed.

Qualifications

• Fast and accurate computer typing ability.
• Proficient in file study, policy application, and ticketing procedures.
• Strong teamwork and interpersonal skills; able to perform under pressure.
• Successful completion of the Customer Service Agent training program with an 80% or greater average.
• Awareness of unsafe situations and capability to manage emergencies.
• Ability to work within tight deadlines during short‑turn operations.
• Professional appearance in line with Southwest’s grooming and uniform standards.
• Ability to perform all physical job functions in a confined space.
• Excellent verbal communication via phone, in‑person, and radio.
• Strong written communication skills.
• Requirement for U.S. citizenship or authorized work status. No sponsorship.
• Minimum age 18; compliance with attendance standards.

Licensing & Certification

• SIDA badge and any required airport certifications.
• Customs Seal for international flights, if required by Station management.

Physical Requirements

• Lift and move up to 70kg on a regular basis and repeatedly lift 40–50kg to elevated surfaces.
• Climb, bend, kneel, and stand frequently and for extended durations.
• Maintain the ability to wear prescribed uniforms under operational conditions.

Benefits

• Complimentary and dependent Southwest flight seating.
• 401(k) plan with 9‑3% company match.
• Profit‑sharing contributions to retirement based on performance.

EEO Statement

Southwest Airlines is an equal‑opportunity employer and welcomes candidates from all backgrounds.