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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 locationThis 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 careAssist 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 GEDExperience
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 standardsMust 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.
Pay Rate: $19.60
Southwest Airlines is an Equal Opportunity Employer.
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