Southwest Airlines Customer Support & Services Employee smiling warmly in front of her remote work station

Customer CARE

Our Heart starts with our People.
Whether supporting our amazing Customers or Employees at Southwest Airlines®, our Customer CARE Representatives always answer the call! They provide Legendary Customer Service to connect People to what's most important in their lives.

Representatives communicate with Customers by telephone to provide information regarding fares, schedules, routes, flights, and space availability for upcoming travel. Opportunities are available to support our English and Spanish speaking Customers.

Our benefits aren’t playing around:
  • Starting pay of $19.03/hour with opportunities for overtime and shift pick-ups
  • Fly for free on any open seat on all domestic Southwest® flights (your eligible dependents fly, too)
  • Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck*
  • An annual profit-sharing contribution toward retirement—when we profit, you profit**
  • Competitive health insurance for you and your family beginning on your first day of employment with select plans—explore our Benefits page to learn more.
  • Opportunity to purchase 10% off Southwest Airlines common stock

Our Purpose and Vision

From our very beginning, Southwest Airlines has been a maverick in the airline and customer service industries. We set ourselves apart as the airline with Heart by connecting our Customers to the moments that matter.
Southwest Airplane on a tarmac at sunrise.

The smile on the other end of the phone.

Our Customer CARE Representatives always answer the call with smiles in their voices, eager to assist our Customers and Southwest Employees. Hear from Dedra M. about her experience supporting our Customers while working remotely.

The following video was filmed before the Customer Support & Services Department changed to the Customer CARE Department. These Employees are now called Customer CARE Representatives.
Image of Dedra, a CS&S Representative working remotely from her home.

Why Southwest Airlines?

Portrait of female ramp agent smiling and standing in front of a full baggage cart.
Diversity, Equity, and Inclusion
We are committed to a work environment where everyone can be themselves and be recognized for the unique perspectives they each bring forward. Diversity, equity, and inclusion aren’t just buzzwords–they’re woven into the way we run our business, and they’re reflected in our world-famous Culture.
Read about our diversity initiatives
Image of a group of students in our internship program while they play with baloons in a conference room.
Culture
​​​​​​​Our Culture is integral to all aspects of our business and our Employees’ lives from the way Employees treat each other to the way that our Company puts our Employees first. Three vital elements of our Culture are appreciation, recognition, and celebration.
Explore our Culture
Group Southwest Employees who have served or are serving, holding portraits of them in their respective military uniforms.
Military
We are proud to have more than 7,400 veterans and 1,500 military spouses in our Southwest Family*. Our colors may be red, yellow, and blue, but our support is for the red, white, and blue.
*As of January 2021
Learn about our military programs
Image of a Southwest Pilot touching the heart logo on an aircraft.
Benefits
More than just a paycheck, a career at Southwest Airlines comes with several benefits, from our legendary Culture to travel privileges for Employees and their eligible dependents.
See our benefits

Where you come in
For starters:
  • Must be at least 18 years old at the time of application.
  • Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
  • Must be able to work remotely.
  • Must be able to work various shifts and/or overtime​​​​​​, including nights, weekends, and holidays to support our 24/7 operation.
  • The Customer CARE Representative role is a unionized position; Employees must bid for their work schedule and vacation time every other month, and they can trade shifts with other Representatives.
  • Must currently reside in one of the following states for eligibility to work remotely: Arizona, Arkansas, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Michigan, Minnesota, Mississippi, Missouri, New Mexico, Nevada, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Utah, and Wisconsin. (This list is subject to change.) 
Education and Qualifications:
  • High School Diploma, GED, or equivalent education required.
  • Entry-level experience, developing skills and knowledge in:
    • In-person and/or virtual Customer Service
    • Strong proficiency in performing multiple software functions
  • Must be able to pass all required pre-employment background clearances.
  • Must be able to sit or remain at a desk for at least eight (8) hours and wear a headset.
  • Ability to type and/or use a computer keyboard with sufficient speed and accuracy to perform job duties.
Let's get ready
  • Perfect attendance for the eight-week (8) training period is required. The initial two (2) weeks occur on-site and in-person at our Corporate Campus in Dallas, Texas, followed by six (6) weeks of virtual training at home in a remote work enviornment. Training is paid.
  • Representatives must arrange their own internet service with a download speed of at least 50 Mbps and a upload speed of at least 5 Mbps. A wired ethernet connection is required for optimal performance. A monthly stipend is provided for internet service.
  • Training is a classroom-style setting, with lectures, hands-on practice, and tests. You must meet a minimum cumulative average of 80% on all assessments.
  • Maintaining a quiet area in your work location is essential for an efficient work environment as Representatives receive an average of 100 calls per shift.

FAQs

Click each question below to learn more about what it's like to be a Customer Representative for our Customer CARE Department. Don't see your question? View our additional FAQs.

How to apply

Visit careers.southwestair.com to explore available opportunities. If you see an open role that aligns with your skills and interests, apply right away as positions typically post for a limited time. 

You can only apply for a job at Southwest Airlines through this site. Fees don't fly here—we’ll never ask for a form of payment for your application or training.

Our Heart starts with our People.

I designed my own career.
"In my current role, Employee engagement is key—there are opportunities to connect with our People, listen to their concerns, and celebrate their successes."

- Roz N., Manager Employee Engagement & Insights, Customer Planning Strategy & Delivery
 
Roz's story

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*401(k) match contributions are subject to the plan’s vesting schedule.
**ProfitSharing contributions are subject to the plan’s vesting schedule and are made at the discretion of the Company. 
Southwest Airlines® is an Equal Employment Opportunity/Affirmative Action Employer that provides reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online Career page or participating in the hiring process due to your disability and need an accommodation, you may email us. Please use "Accommodation Request" as the subject line of your email or call us at (877) 792-4792.
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