Customer Service Agent. Addressed to Lead Station Attendants, Station Attendants, Lead Cabin Servicing & Cleaning Attendants, Cabin Servicing & Cleaning Attendants, Gate Planners, Baggage Claim Representatives, Airports/Cargo Trainers I and Customer Service Agents – Part-Time. Selection will be on the basis of the applicant’s seniority in their most recent basic classification.
NOTE 1: For the purpose of determining the senior applicant, a part-time Customer Service Agent (hired prior to November 1, 2011) who has no previous service as a Station Attendant will use their date of part-time Customer Service Agent. NOTE 2: Secondary consideration to be given to Cargo Communications Operators, Baggage Claim Coordinators, Station Attendants – Part-Time, and Cabin Servicing & Cleaning Attendants part-time at the point only.
Customer Service Agent. Is employed by the Company to perform ramp, baggage and cargo duties, communications and other general operational duties as required. These duties could include the dispensing of baggage to passengers, WORLD TRACER transactions, perform baggage tracing, prepare records and documents, deal with passenger complaints re lost, mishandled, delayed or damaged baggage and authorize expenditures within limits, perform lost and found functions and cargo services, determine cargo rates and routings, cargo acceptance (including dangerous goods), shipping procedures, cargo check-in and delivery, ACLYNX transactions, prepare records and perform other duties associated with cargo traffic.
Customer Service Agent. Is employed by the Company to perform ramp, baggage and cargo duties, communications and other general operational duties as required. These duties could include the dispensing of baggage to passengers, WORLD TRACER transactions, perform baggage tracing, prepare records and documents, deal with passenger complaints re lost, mishandled, delayed or damaged baggage and authorize expenditures within limits, perform lost and found functions and cargo services, determine cargo rates and routings, cargo acceptance (including dangerous goods), shipping procedures, cargo check- in and delivery, Cargo Call Center, ACLYNX transactions, prepare records and perform other duties associated with cargo traffic.
Customer Service Agent. A. Vacation periods for the following year will be posted for bid no later than November 15 of each year. The employee's vacation period will be determined by bidding, by contract seniority within his job title, the bid to be completed no later than January 1. The Company shall determine the number of employees in any classification that may be on vacation during any given period, except that at least one (1) employee in each classification at each location shall be permitted to take his vacation at any given time. Employees transferring into a location cannot disrupt the vacation schedule already bid, but may exercise their seniority at that time to bid for whatever periods are available.
B. The Company shall assure that vacation blocks/DAT days available for bid during the year at each location are no less than the vacation due the employees at that location for the year. The formula used (except Thanksgiving and Christmas on which no DAT will be available) will be calculated by dividing the total number of DATs determined from the declaration round by 363. That result will be rounded up to the nearest whole number and will be the DATs available each day of the year. DAT days will be available for bid no later than the nineteenth (19th) day of the preceding month. This does not preclude them from being available earlier.
C. Vacation may be taken in four (4) hour increments with management approval. Upon technology readiness, vacation may be taken in a minimum of one (1) hour increments.
D. Block week vacations will be offered for every full week of the calendar year. If the final week of December or the first week of January are less than a full week (i.e., seven calendar days Sunday through Saturday), the days during those weeks will only be offered as DAT vacation days within the normal bid process.
E. 1) Vacation will not be cumulative and must be taken within the calendar year for which the vacation was earned. An employee's vacation may be split (no period of less than five (5) work days). An employee who fails to bid in any round or bids too few vacation choices will not be awarded a bid in that round, but may resume bidding by seniority in the next round. The employee, after making a choice of his first period, shall not make a second choice until all first choices in his job title have been awarded.
Customer Service Agent. Addressed to Lead Station Attendants, Station Attendants, Gate Planners, Baggage Claim Representatives, Airports/Cargo Trainers I and Customer Service Agents – Part-Time. Selection will be on the basis of the applicant’s seniority in their most recent basic classification.
Customer Service Agent. A. The work of a Customer Service Agent includes the functions which have been historically performed by Customer Service Agents at Southwest Airlines' stations and includes, but is not limited to, any or all of the following:
1) Provides total customer service to all people desiring to use customer or cargo service by being attentive to their needs and politely handling their inquiries promptly, completing required transactions.
2) Operates mechanical and electronic devices to handle ticketing and reservation transactions including restocking ticket stocks at gates, kiosks, STK’s, and ticket counters.
3) Charges and collects the proper fares, completes invoices, receipts and other documents needed to record ticketing and air cargo sales.
4) Books reservations, makes cancellations and changes to reservations, as required.
5) Maintains positive control over cash drawer and funds assigned and prevents overages/shortages by careful attention to duties so that accuracy is maintained.
6) Properly completes daily ticket report and cash drawer closeout.
7) Completes forms and reports as required by Company rules and procedures.
8) Properly maintains and wears the uniform and all its components as required by Company regulations and presents a neat, attractive appearance at all times while on duty.
9) Deals with mishandled customers as a result of oversales; delayed or canceled flights; lost, delayed or damaged luggage to resolve such problems quickly and in keeping with Company policy.
10) Has a good working knowledge of the currently effective Company tariffs and customer/cargo procedures.
11) Professionally handles the ticketing, check-in and boarding of all Southwest Airlines' domestic and international customers quickly and accurately while maintaining a pleasant manner and providing friendly and efficient service.
12) Provides current and accurate fare, schedule, reservations, flight arrival/departure information and answers to all other general inquiries from customers and other visitors to the airport terminal.
13) Provides assistance as required to customers at kiosks, STKs, and other checkin locations.
14) Customer Service Agents will have oversight for Unaccompanied Minors/youth supervision to the extent that the Customer experience allows and recognizing that other Southwest Employees may need to assist on occasion.
15) Where Skycap service is provided at airports with sixty (60) or more Southwest flight departures per day and in those other stations t...
Customer Service Agent. A. Time worked in any tour of duty including holidays and overtime shall be considered as work performed on the day during which the employee's regular shift began.
B. Except as herein provided, an eight (8) hour work day exclusive of a meal period, shall constitute a day's work and five (5) days of work within a week shall constitute a week's work for the employees covered by this Agreement. A ten (10) hour work day, except as herein provided shall consist of ten (10) hours exclusive of a meal period and four (4) days of work within a week shall constitute a week’s work for employees covered by this Agreement. One-half (½) hour meal periods shall be scheduled to begin no earlier than one hour before or no later than one hour after the middle of the shift. Paid breaks below are fifteen (15) minutes in duration. SHIFT TYPE SHIFT MIDDLE OF THE SHIFT 1ST PAID BREAK UNPAID LUNCH 2ND PAID BREAK 3RD PAID BREAK All part-time Employees should refer to Article 10, Section 2, Paragraph P for breaks. A Customer Service Agent required to take an early or late lunch will be paid an additional one-half hour at the straight time rate. A Customer Service Agent required to forego their lunch period will be paid an additional one-half hour at the rate of time and one-half. Where one-hour lunch periods are scheduled, the Customer Service Agent will be paid at the applicable straight time or time and one-half rate.
C. Meal periods shall be paid for employees whose work shifts begin at 6:00 P.M. up to and including 4:00 A.M. start times.
D. Eight (8) hour shift employees will be scheduled for at least two (2) consecutive days off in each of their work weeks. Saturday and Sunday will be considered as consecutive days off for this purpose. Ten (10) hour shift employees will be scheduled for at least three (3) consecutive days off in each of their work weeks. Saturday, Sunday, Monday will be considered consecutive days off for this purpose. Part-time Employees should refer to Article 10, Paragraph D.
Customer Service Agent. A. Notwithstanding any other Article or language contained herein the Company may, at its option, employ part-time employees at all stations, offices, and reservation facilities in all classifications covered by this Agreement.
B. No full-time employee shall be furloughed or displaced with a part-time employee.
C. The number of part-time employees shall not exceed twenty five percent (25%) of the total employees covered by this Agreement. Part-time vacancies will be filled in the following order:
1) Full-time employees at the point in same classification
2) Full-time employees from the system in same classification
3) Part time employees from the system in the same classification
4) New hire employees
D. Employees classified as part-time shall be scheduled a minimum of four (4) consecutive hours in a day and not more than five (5) consecutive days in a work week.
E. Employees classified as part-time will not be scheduled to work more than thirty
Customer Service Agent. A. The Union and Company agree that mandatory overtime assignments are not in the best interests of either party. To maximize voluntary overtime utilization, the Company must make an effort to communicate anticipated overtime to the employees at least two (2) days in advance (e.g., Friday overtime must be posted no later than Wednesday) by written posting or other means. Employees must utilize the overtime call book to the fullest. It is also agreed that in the administration of this Article, the Company will make good faith efforts to secure voluntary overtime. The Company and the Union will make every effort to schedule meetings on a quarterly basis to discuss overtime utilization and station staffing.
B. For pay purposes the overtime rate of time and one-half shall be computed on an actual minute basis adjusted to the nearest tenth (1/10) of an hour, with a minimum of three-quarters (3/4) hour overtime, except as provided in paragraph Q.
1. If an employee elects to waive the requirement for the minimum three- quarters (3/4) hour overtime he may do so if approved by a supervisor or administrative staff. In such cases an employee will be paid for the actual time worked adjusted to the nearest tenth (1/10) of an hour.
2. Any employee off because of a full shift give away (including a partial shift give away) is not eligible for overtime during those hours.
C. Employees working an eight (8) hour shift shall be paid an hourly rate of time and one-half for:
1. The first four (4) hours worked either prior to or after an employee’s regular scheduled shift.
2. The first eight (8) hours worked on one of the two (2) regularly scheduled days off.
D. Employees working an eight (8) hour shift shall be paid an hourly rate of double time for:
1. All hours in excess of the first eight (8) hours worked on one of the two
Customer Service Agent. Comprises all those who perform Customer Sales and Service functions for the purpose of making reservations; computing fares, disseminating information; assembling, controlling and transmitting reservations and passenger data; compute, process and issue tickets; serve the public at airport counters and gates; receive and tag baggage; process claim forms for damaged and missing baggage, including processing damaged baggage for repair; maintain records as required including, but not limited to, flight arrival and departure times, conduct radio communications with the aircraft; maintain supplies; process station accounting reports; attending to passengers requiring assistance to and from the aircraft; security screening of passengers subject to XXX#5; jet-way operation, load preplanning, weight & balance; and perform other duties and functions related to the foregoing.
