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

Customer CARE

Our Heart starts with our People.
Every day, the Customer CARE Team turns conversations into connections. From helping Customers plan their next adventure to supporting them through unexpected travel challenges, our Team creates meaningful experiences rooted in Southwest Hospitality.

Customer CARE is guided by a commitment to Hospitality, advocacy for Customers, a resolution mindset, and delivering effective, efficient experiences. Whether working in Customer Representative, Loyalty Assurance Representative, or Proactive Customer Service Representative roles, our People listen with empathy, solve with purpose, and help Customers feel welcomed, cared for, and appreciated.

Read more about a few of the roles that make up our Customer CARE Team and discover how Hospitality starts with you.

Explore our Customer CARE opportunities below


Customer Representative

Create connections and deliver Hospitality through every conversation.

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.

Loyalty Assurance Representative

Turn concerns into confidence and strengthen Customer loyalty.

As a Loyalty Assurance Representative, you'll help strengthen trust and loyalty with Southwest Customers by turning challenging situations into positive experiences. Through written correspondence and phone interactions, you'll investigate concerns, resolve complex issues, and provide thoughtful solutions that balance Customer needs with Company policies and regulatory requirements. This role combines empathy, critical thinking, and strong communication to deliver personalized resolutions that leave a lasting impression. If you enjoy solving problems and take pride in helping Customers feel heard and valued, this role offers an opportunity to make a meaningful impact every day.

Proactive Customer Service Representative

Anticipate needs. Solve problems. Deliver peace of mind.

As a Proactive Customer Service Representative, you'll work behind the scenes to anticipate Customer needs before they ever have to ask. From monitoring the operation and identifying disruptions to proactively communicating solutions, you'll help reduce stress and uncertainty during a Customer's travel journey. This role combines operational awareness with Southwest Hospitality, ensuring Customers receive timely updates, recovery options, and personalized support when travel plans don't go as expected. If you thrive in a fast-paced environment and want to make a difference during some of the most important moments in a Customer's experience, this role puts you at the center of delivering care when it matters most.
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FAQs

Click each question below to learn more about training, schedules, and how our Customer CARE Team delivers Southwest Hospitality every day.

We invite you to join our Talent Community for the latest updates on when new positions become available.

  1. Once you've applied for an open position, we'll review resumes.
  2. We'll then invite qualified applicants to a one-way interview to confirm they meet all the requirements for the role and that it aligns with their skills and interests.
  3. If you meet the requirements, we'll schedule a virtual panel interview with a Recruiter and a Leader.
  4. If selected, you'll receive an offer.
  5. Should you accept your offer, we'll start the employment screening process and confirm your start date for training.

No two days in Customer CARE are exactly alike, but every role shares a common purpose: delivering Southwest Hospitality and helping Customers feel welcomed, cared for, and appreciated.

Customer Representative
  • While working 100% remote, you’ll assist Customers through phone, chat, email, and social media, communicating with an average of 100 Customers per shift. You'll help with travel planning, reservations, flight changes, and questions while delivering Southwest Hospitality in every interaction.
  • Because Customer Representatives provide support 24 hours a day, 7 days a week, shifts may include mornings, afternoons, evenings, overnight hours, weekends, and holidays.

Loyalty Assurance Representative
  • While working 100% remote, you’ll investigate Customer concerns, resolve complex situations, and craft personalized solutions. You'll partner with internal Teams to help Customers feel heard, valued, and supported.
  • Shifts are scheduled within Loyalty Assurance’s operating hours of 7:00 a.m. to 6:00 p.m. CT and may include weekends and holidays.

Proactive Customer Service Representative
  • While working onsite in our Dallas Texas office, you’ll monitor flight operations, identify disruptions, and proactively communicate with impacted Customers. You'll provide timely updates and recovery options that help make travel disruptions easier to navigate.
  • Because Proactive Customer Service provides support 24 hours a day, 7 days a week, shifts may include mornings, afternoons, evenings, overnight hours, weekends, and holidays.

Customer Representative

  • Training spans a total of eight (8) weeks, both onsite and virtual. 
    • The initial two (2) weeks occur at our Corporate Campus in Dallas, Texas. We encourage Candidates to prepare family and friends for a possible absence from home for two (2) weeks
    • The final six (6) weeks are completed remotely from the Employee's remote work location.
  • All training is paid.

Loyalty Assurance Representative
  • Training spans four (4) weeks, all virtual. We expect Candidates to be available for the full 4 weeks of virtual training, without absence.
  • All training is paid.

Proactive Customer Service Representative
  • Training spans a total of four (4) weeks, all onsite at our Corporate Campus in Dallas, Texas. We expect Candidates to be available for the full 4 weeks of onsite training, without absence.
  • All training is paid.

Yes. You must currently reside in one of the following states for eligibility to work in Customer CARE: Arizona, Arkansas, Florida, Georgia, Indiana, Kansas, Kentucky, Michigan, Mississippi, Missouri, New Mexico, Nevada, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Utah, and Wisconsin.

Note: This list is subject to change.

  • For the Customer Representative and Loyalty Assurance Representative: Hardwired internet connection via an ethernet cord with a download speed of at least 50 Mbps and an upload speed of at least 5 Mbps is required. Internet speeds can be tested at https://www.speedtest.net/. It’s the Employee’s responsibility to establish and maintain internet service during the duration of employment with Southwest Airlines as a Customer CARE Representative. Customer CARE Representatives will be provided a monthly $75 stipend on their paychecks for internet service.

  • All Customer CARE Trainees must have perfect attendance (attend each day of their designated training period without absence) for training and maintain a grade of 80% or higher throughout training. Employees who don't pass initial New Hire training may apply for the role again after twelve (12) months.

Customer CARE supports a 24/7 operation, so schedules are designed around business and Customer needs. Shifts may include evenings, weekends, holidays, and overtime opportunities as needed.

For Customer Representatives and Loyalty Assurance Representatives, schedules are assigned through a shift bid process based on seniority (how long you've been in your position). We have shift bids approximately every two months, and schedules can change based on operational needs. There is the potential for voluntary and mandatory overtime based on operational needs such as Irregular Operations (IROPS). 

For Proactive Customer Service Representatives, schedules are assigned based on operational needs and may vary to support flight operations and Customer disruptions.

Customer Representative
Yes. 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. 

Loyalty Assurance Representative
No, this role is not a unionized position.

Proactive Customer Service Representative
No, this role is not a unionized position.

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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?

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Inclusion & Belonging
No matter where you're flying from or what area of Southwest interests you, we're connecting you to what matters most. By fostering a Culture of Belonging that cares for and embraces all, we recognize that every experience, perspective, and background makes an incredible impact on our Company.
Read about our Inclusion & Belonging initiatives
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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
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Military
We are proud to have more than 9,600 veterans and 1,600 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 August 2025
Learn about our military programs
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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

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. 
If you have difficulty using our online careers site or participating in the hiring process due to a disability and require accommodations, please email Accommodations.Team@wnco.com. Please use "Accommodation Request" as the subject line of your email.
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