Southwest Airlines Co.

Customer Support & Service – Operations Strategy Intern - Fall 2018

Post Begin Date 2 weeks ago(2/12/2018 11:15 AM)
Requisition ID
2018-22000
Airport Code
HDQ
Category
Corporate
Location
US-TX-Dallas
Employment Type
Intern
Department
99-Customer Support & Services

Overview

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Responsibilities

 

DEPARTMENT OVERVIEW:

 

The Customer Support & Service (CS&S) Department is a central point of contact for Customers throughout their journey.  From travel inspiration, to day-of travel, to post-trip, CS&S is equipped to service our Customers, offering multi-channel support via phone and email, while partnering closely with the Marketing and Social Media Teams.  As we continuously look to enhance the legendary Customer Experience at Southwest, hospitality will always be our focus.

 

TEAM OVERVIEW:

 

The Customer Support & Service (CS&S) Operations Strategy Team leads the strategic planning efforts for the Department.  This Team creates a compelling vision, develops the long-term road map, and drives key business initiatives.

 

DUTIES & RESPONSIBILITIES: 

 

The Customer Support & Service (CS&S) Operations Strategy Intern will play a direct role in delivering key business initiatives across 7 geographically dispersed contact centers.  This position will provide the opportunity to partner with multiple teams within the Department and throughout Southwest Airlines on the planning, preparation, and execution of Agent training using a multi-channel approach for post-training support.  In addition, this role will have a bird’s eye view of the detailed coordination, project management, and communication required to successfully launch initiatives for high-volume contact centers while maintaining daily operations.

 

The CS&S Operations Strategy Intern will assist with a variety of tasks to help keep skills sharp for our Frontline.  While the Intern will not be responsible for training facilitation, s/he will work closely with the Southwest Airlines University Staff, Contact Center Leaders, CS&S Leadership and Program Team to ensure the post-training curriculum strategy meets the needs of the End Users.

 

The CS&S Operations Strategy Intern may conduct surveys to keep a pulse on the learning curve and user engagement, develop training content, provide progress reports to Leadership, assist in creation of training scorecards, and gather/implement process improvements. 

 

The CS&S Department is looking for an individual who is motivated and passionate about Customer Experience.

Qualifications

BASIC QUALIFICATIONS:

 

High School Diploma, GED, or equivalent education required.

 

Must be at least 18 years of age.

 

Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

 

EDUCATION:

 

Progress towards degree with major/minor in Psychology, Business, Computer Science, Marketing or related degree required. 

 

Minimum junior level.

 

To be eligible must be currently enrolled as a full-time student (minimum 12 credit hours).

 

Maintained 3.0 or above cumulative GPA.

 

SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:

 

Experience with Microsoft Office Suite including Word, Excel and PowerPoint.

Intermediate skills in Excel strongly preferred.

Experience with Access preferred.

Basic understanding of root cause and/or trend analysis.

Excellent organizational skills and strong written/verbal communications skills.

Involvement in campus organizations, clubs, or extracurricular activities preferred.

Previous Leadership positions are a plus.

Ability to stay organized and manage multiple and concurrent assignments.

Able to work with minimum guidance. 

Ability to multi-task in a fast pace environment.

Works well in a culture that is open, direct, respectful, courteous and compassionate.

Looking for candidate who is a quick learner, self-motivated, and a team oriented.

 

PLEASE BE PREPARED TO PROVIDE THE FOLLOWING INFORMATION (IF REQUESTED):

Resume.

Unofficial transcript.

“Why Southwest Airlines” essay (Length determined by author.)

Letters of Recommendation.

 

 

TIME COMMITMENT:

 

Full-time 40 hours per week (Monday-Friday)

 

PAY:

 

$15.00 per hour + flight privileges

 

This internship is located in Dallas, Texas at the Southwest Airlines Headquarters TOPS building.

 

All students must apply online at www.southwest.com/careers

 

Southwest Airlines is an Equal Opportunity Employer.

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