Customer Service Supervisor

Job Title

Customer Service Supervisor – Southwest Airlines

Location: Lihue, HI

Employment Type: Full Time

Work Hours: 8 Hours

Salary: $20 – $30/Hour

Overview

Southwest Airlines seeks a dedicated Customer Service Supervisor to model the Southwest Way, guide and lead team members, and maintain a positive culture that supports customer loyalty and on-time service.

Responsibilities

• Effectively coordinate with all departments to ensure on‑time performance, team morale, and customer satisfaction.
• Answer, resolve, and document customer inquiries, requests, and concerns.
• Manage daily terminal operations to maintain a safe, welcoming, and compliant environment.
• Assign and supervise associates to meet or exceed performance metrics.
• Report significant incidents and daily performance to supervisors and managers.
• Drive process improvements by anticipating functional conditions that may impact operations, monitoring results against key metrics, and ensuring accountability.
• Collaborate with staffing to achieve departmental hourly goals and manage schedules, including shift and close‑out tasks, daily tasks, payroll reports, staffing checks, and time‑off requests.
• Maintain accurate and organized work agreements or arrangements, addressing minor issues as they arise.
• Perform additional duties as assigned by Supervisory leaders.

Qualifications

• High School diploma or equivalent.
• Comprehensive knowledge of customer service standards, quality guidelines, and loyalty assessment.
• Understanding of financial and administrative concepts, workforce planning, HR, initiative processes, and operational coordination.
• Proficiency in using situational analysis to assess options, identify strengths and weaknesses, and recommend solutions.
• Ability to multitask across multiple activities or data sources (e.g., oral, audio, contact, or other sources).
• Strong analytical skills to apply overall guidelines to specific problems to generate compliant solutions.
• Proactive in addressing performance and safety concerns promptly.
• Ensures all equipment is maintained and available for operations.

Benefits

Southwest Airlines offers a competitive benefits package including health, dental, vision, retirement planning, and employee discounts. For full details visit the Southwest Careers site.