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14 days ago
Southwest Airlines
Location: Houston, Texas
Job type: Permanent
Sector: Airport
Category: Customer Service Jobs

Bilingual Customer Service Representative

Job Locations


Post Begin Date

4 days ago(4/9/2018 11:00 AM)

Requisition ID



Call Centers (Reservations)

Employment Type

Regular Full-Time


99-Customer Support & Services


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.


***For July 2018 Training Class***

***Southwest Airlines will consider your interest for Houston Bilingual Customer Service Representative if you are currently a resident of Texas or can provide established residency in the state of Texas***


* Responsible for providing Legendary Customer Service to people desiring to travel by determining and recommending the service that meets the Customers' needs.
* Communicates in Spanish and English with Customers by telephone, or through electronic channels, to furnish information regarding fares, schedules, routings, flights and availability of space for travel on Southwest Airlines.
* Provides support to Customers navigating on and Travel Agencies
* Finalizes sales of Southwest Airlines flights, sells ancillary products, confirms reservations, and provides information regarding ticket purchase and other special services.
* Answers Customer inquiries regarding flight arrivals, delays, cancellations, flight irregularities, facilities, and other general information.
* May be assigned a Service Desk classification performing Customer resolutions or communicating to Customers through enhanced communications
* Resolves general Customer Service concerns through effective Customer Service techniques
* Works in a highly organized, restrictive environment requiring extended periods of time at a fixed work position answering telephone calls within established guidelines, procedures, and performance standards.
* Utilizes computerized reservations system including a computerized video display terminal and keyboard on a constant basis to book reservations and retrieve information on flights and schedules.
* Operates and is proficient with PC equipment utilizing current specified software packages and other programs and functions.
* Attends initial and ongoing training (classroom, online, and/or on -the-job), and keeps current and proficient on knowledge, information, and equipment that is pertinent to the job.
* Performs other duties as may be assigned relative to the operation of a Customer Support and Service Center. Duties vary by size and organization of the Center.
* Demonstrates respect, sensitivity, and concern for Customers’ needs with a professional and pleasant attitude
* Use excellent judgment and strong decision making skills to resolve common Customer issues

Must be able to meet any physical ability requirements listed on this description.

May perform other job duties as directed by Employee’s Leaders.



High School Diploma, GED or equivalent education required.

Must be at least 18 years of age.

Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.



High School Diploma, GED or equivalent education required.

* Bachelor's degree preferred



1-2 years of Customer Service and/or Call Center experience required

Strong proficiency for performing multiple software functions required


* Ability to type and/or use computer keyboard with sufficient speed and accuracy to perform the duties of the job
* Must be able to sit for long periods of time and ability to wear headset


Must be able to comply with Company attendance standards as described in established guidelines.

* Ability to work well with others as part of a Team, excellent verbal communication and interpersonal skills. Must possess excellent telephone manner, well-modulated voice, and capability to work under stressful situations.
* Must be able to work in a performance-based environment where productivity is measured.
* Must work under tight time constraints to accomplish efficient sale and booking of reservations.
* Ability to work rotating shift work. Must be able to work overtime for extended periods during peak workloads and adhere to schedule including lunch and break times. Must be able to comply with Departmental attendance standards as described in labor agreements and/or established guidelines.
* Mental capacities to read documents, follow instructions, learn and understand ticketing procedures, rules and regulations. Must have ability to comprehend and keep abreast of information pertinent to the job such as special promotions, new procedures. Must be able to successfully complete Bilingual Customer Representative initial and recurrent training courses and evaluation period.


* 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 be flexible regarding work hours, as operation is 24-hour, 7 days a week, with possibility of overtime for extended periods during peak workloads and adhere to schedule including lunch and break times
* Highly motivated self-starter with the ability to multi-task

Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.

Southwest Airlines is an Equal Opportunity Employer.

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