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

Customer Support & Services

Our Heart starts with our People.
Whether supporting our amazing Customers or Fellow Employees at Southwest Airlines®, our Customer Support & Services (CS&S) Representatives always answer the call! CS&S Representatives provide Legendary Customer Service to connect People to what's most important in their lives.

Our 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 $17.94/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 ProfitSharing 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 CS&S Representatives always answer the call with a smile in their voices, eager to assist our Customers and Fellow Southwest Employees. Hear from Dedra M. on her experience supporting our Customers while working remotely.
Image of Dedra, a CS&S Representative working remotely from her home.

"When it comes to Hospitality with Heart, Customer Support & Services Employees lead by example! They represent the Company well and in many cases they are difference makers. That commitment from our Employees is the reason why our Customers choose Southwest."
Headshot of VP of Customer Support and Services, James Ashworth in front of a grey background.

James Ashworth
Vice President, Customer Support & Services

"I'm given the opportunity to take ownership and feel instrumental in leading others to be part of this special airline. I feel highly rewarded to engage and serve our Customers and that I am not only allowed but expected to be myself and get to know my Customers."
Image of Customer Support & Services Employee, Rosie S. , a Spanish, speaking bilingual representative.

Rosie S.

 Representative, Customer Support & Services

"I've always loved that I have the freedom to be myself. Keep that in the forefront. Customer Service is an art and Southwest Airlines empowers you to utilize your paintbrush to create positive, yet impactful experiences each day. The CS&S role is critical in the daily operation and your presence and persona matter wholeheartedly."
Image of Customer Support & Services Employee, Brian P. in front of a pictured Southwest aircraft

Brian P. 

 Representative, Customer Support & Services

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.
  • This is a unionized position—Employees are required to bid for their work schedule and vacation time every other month.Shifts can be traded with other CS&S Employees.
  • Must currently reside in of one of the following states for eligibility to work remotely: Arizona, Arkansas, Florida, Georgia, Indiana, Kentucky, Michigan, Minnesota, Missouri, New Mexico, Nevada, North Carolina, Ohio, Oklahoma, Tennessee, Texas, Utah, or Wisconsin. (This list is subject to change.) 
Education and Qualifications
  • High School Diploma, GED, or equivalent education required.
  • One to two years of Customer Service experience required.
  • Must have the ability to navigate multiple technology software programs simultaneously.
  • 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 computer keyboard with sufficient speed and accuracy to perform the duties of the job.
Let's get ready
  • Perfect attendance for the six-week (6) training period required. The initial two (2) weeks take place on-site and in-person in Dallas, Texas, followed by four (4) weeks of virtual training their remote work enviornment. Training is paid.
  • Training is a classroom-style setting, complete with lectures, hands-on practice, and tests. A passing grade on tests is 85%. 
  • It’s essential to maintain a quiet area in your work location for an efficient work environment. CS&S Representatives receive an average of 100 calls per shift.
  • CS&S Representatives are required to arrange their own internet service with an download speed of at least 50 Mbps, and a upload speed of at least 5 Mbps. A monthly stipend is provided for internet service.

FAQs

Click each question below to learn more about what it's like to be a Customer Representative for our Customer Support & Services Team. 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., Sr. Engagement Program Manager, Customer Support and Services
 
Roz's story

Join our Talent Community
Like what you see? Sign up to join our Talent Community to receive company updates and job alerts based on your interests.
Stay updated on jobs
*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.
Back to top