Ground Operations Services Specialist

The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel. The Ground Operations Service Specialist invests in the future of Southwest’s People in their work evaluating, investigating, and processing claims for the loss of Customer property. This role works collaboratively with Teams in Ground Operations and throughout the Company in order to assist with Customer baggage claims, process unclaimed bags, and provide Southwest’s Legendary Customer Service to all internal and external Customers. The Ground Operations Service Specialist brings their attention to detail and problem-solving to this important Team, where they’ll have the opportunity to drive their own career with Heart and the future of Southwest.

As the Ground Operations Service Specialist, you can expect:

• Fly for free, as a privilege, on any open seat on all Southwest flights—your eligible dependents too.
• Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck.*
• Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit.**
• Explore more Benefits you’ll love: swa.is/benefits
• For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.
• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

• Maintain control of the Baggage Claims process to ensure correct and timely settlements are being made to Customers
• Oversee compliance with ever-changing baggage handling procedures
• Evaluate and recommend improvements to frontline operations as they relate to baggage handling procedures
• Assist in the mentoring and monitoring of station activities to ensure policies and procedures are properly practiced and communicated
• Maintains data, both sending and receiving, from industry wide tracing databases
• Provide phone support to other Departments (CS&S, BSO, & CRRR)
• Utilizes independent judgement to properly address customer claim escalations
• Corresponds with and advises Customers on the status of baggage claims using strong written and verbal communication
• Handles high priority and escalated baggage related issues in a timely and efficient manner
• May perform other job duties as directed by Employee's Leaders

• Knowledgeable of all regulatory, D.O.T. and A.C.A.A matters as they relate to domestic and international claims processing
• Skilled in using Excel to perform basic data analysis, including the use of formulas, pivot tables, and lookups
• Skilled in written communication, with an emphasis on ability to be professional in tone and audience appropriate
• Ability to use strong organizational skills, including file maintenance and documentation
• Ability to solve complex problems by asking fact finding questions and utilizing multiple data sources
• Ability to multitask and handle difficult Customer Service and vendor situations
• Ability to understand contract language, operational language and financial calculations
• Ability to communicate effectively by phone, with an emphasis on ability to be professional and maintain proper tone

• Required: High School Diploma or GED

• Entry level experience, developing skills and knowledge in:
  • Customer Service
  • Baggage or Business Services within the airline industry

• N/A

• Ability to perform work duties from [limited space workstation/desk/office area] for extended periods of time
• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
• Must be at least 18 years of age.
• Must be able to comply with Company attendance standards as described in established guidelines.

*401(k) match contributions are subject to the plan’s vesting schedule and applicable IRS limits
**ProfitSharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company