Customer Representative - Remote

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:

As a Customer Representative, you'll be one of the friendly voices behind the Southwest Experience. You'll connect with an average of 100 Customers per shift through phone, email, chat, and social media, helping them book travel, navigate changes, answer questions, and find solutions with confidence and care. Every interaction is an opportunity to create a moment of Hospitality, whether you're helping a Customer plan a long-awaited vacation or guiding them through an unexpected travel challenge.

If you enjoy problem-solving, building connections, and making someone's day a little easier, you'll play an important role in helping Customers feel welcomed, cared for, and appreciated.

Additional Details

Join a Customer Representative training class as early as October 2026. 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, Texas and the remaining six (6) weeks completed remotely from your home location

This role is offered as a remote workplace position, which may require travel for training, meetings, conferences, etc. Outside of those required visits, the majority of your working time may be spent in a remote location, away from our Corporate Campus

Customer Representatives should have 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

Your internet download speed must be at least 50 Mbp/s and upload speed at least 5 Mbp/s

This role is part of a Collective Bargaining Agreement (CBA), which means pay, schedules, and other job details are set through an agreement with the labor union

Work schedules are based on seniority and may include early mornings, late nights, weekends, and holidays. There may be times when mandatory overtime is required to support flight operations, but there are also opportunities to trade shifts and find a schedule that works for you.

U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

We’re 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.

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

Preferred Skills E xperience with keyboarding, navigating multiple applications, operating common computer hardware and peripherals, setting up remote workstation equipment, and troubleshooting routine equipment, connectivity, or internet-related issues

I ndependently researched and applied policies, procedures, knowledge-base resources, or operational guidelines to resolve customer inquiries

I dentifying customer needs and recommending appropriate products, services, travel options, or solutions while balancing customer experience and business objectives U tilizing multiple systems simultaneously, including CRM platforms, reservation systems, case management tools, or other customer support technologies while assisting customers

W orking in environments with schedule adherence requirements, productivity expectations, quality standards, and individual performance accountability

C ommunicating with customers through both verbal and written channels to explain policies, procedures, travel options, or service resolutions while setting clear expectations and driving customer understanding

R esolving complex customer issues by evaluating multiple solutions, exercising judgment, and balancing customer needs with policies or business requirements

M anaging difficult customer interactions, including de-escalating concerns, resolving complaints, and restoring customer confidence while maintaining professionalism E xperience working in a contact center, reservations, customer support, help desk, or other high-volume customer service environment with established productivity, quality, attendance, or customer satisfaction expectations

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 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 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 be fluent in English; foreign language skills are a plus

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 & Benefits:

Pay of $19.60 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 eligible dependents too)

Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings**

Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit***

Competitive health insurance for you and your eligible dependents (including pets)

Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.

Explore more Benefits you’ll love: Benefits | Southwest Careers

• 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: $19.60

Southwest Airlines is an Equal Opportunity Employer.

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Job Posting End Date

08/27/2026