Customer Accessibility Specialist

Job Summary

Passionate about advocating for Customers and ensuring accessibility is done right? As a Customer Accessibility Specialist,you’ll handle internal and external Customer inquiries and complaints, focusing on those received through the Department of Transportation’s Office of Consumer Protection.You’ll review incident reports, research key details, and craft accurate, thoughtful correspondence that reflects Southwest’s commitment to care and regulatory compliance. In this role,you’ll help protect the Company while serving as a dedicated advocate for Customers with disabilities. Your work ensures every Customer feels hear d and supported.

Additional details:

* The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX headquarters facility during business hours.

* U.S. citizenship or current authorization to work in the U.S.required and no current or future work authorization sponsorship available.

We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

Responsibilities

* Serves as a Subject Matter Expert on Customer disability policies, procedures, training, and complaint resolution for Southwest.
* Acts as daily support to Company personnel in clarifying Company practices, policies, and procedures related to passenger accommodations via our Team hotline or email inbox
* Provides responses to written disability-related complaints from internal/external sources, including email, web-form and letters from Customers, SWA executive office, or government entities including the Department of Transportation
* Creates coaching opportunities for frontline Cohearts in Ground Operations and the Department, when necessary, in an effort to lessen risk for future complaints
* Compiles and reviews research related to disability complaints received from the Department of Transportation
* Partners with internal Legal counsel, Customer Claims Administration, and Governmental Affairs Departments by providing research and analysis in order to respond to complaints, ascertain risk, and determine appropriate next steps.
* Presents in Ground Operations Complaint Resolution Officials training classes
* Must be able to meet any physical ability requirements listed on this description
* May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

* Maintains knowledge of Department of Transportation disability regulations as found in 14 CFR Part 382 and is a SME of the Air Carrier Access Act
* Knowledge of all aspects of Company structure, operating philosophy, policies, procedures, and training with particular emphasis on disability and Customer accommodations in air travel.
* Knowledge of advanced writing techniques including grammar, punctuation, spelling and usage of the English language
* Knowledge of Southwests Customer-facing operating procedures
* Ability to prioritize multiple tasks simultaneously with frequent interruptions and time constraints
* Ability to communicate information and ideas, both orally and in writing, to internal and external Customers
* Ability to demonstrate empathy and high emotional intelligence in various situations dealing with both customers and fellow employees
* Ability to use logic and reasoning to identify solutions, conclusions or approaches to problems
* Ability to produce quality and accurate work under pressure of tight regulatory deadlines
* Ability to initiate tasks, perform duties, and respond to inquiries without direction or supervision
* Ability to think independently, identify and solve problems, and make decisions with the Customer in mind
* Ability to stay organized and deliver high quality work, paying close attention to details
* Must meet confidentiality expectations as to confidential, proprietary, and sensitive Company information

Education

* Required: High School Diploma or GED

Experience

* Entry level experience, developing skills and knowledge in:
* Customer experience
* Department related programs and applications including, but not limited to, SharePoint, Tracking Loyal Customers, ARD, CIRRUS, RefundPro, Customer360 (Salesforce), and SWABank

* Preferred experience or knowledge in:
* Understanding federal aviation regulations and applying them to a company's policies
* Experience writing educational or instructional content within a customer relations, loyalty assurance, or a similar investigative roles
* Working with federal aviation regulations or compliance processes
* Experience with aviation disability regulations (such as the Air Carrier Access Act

Licensing/Certification

* N/A

Physical Abilities

* Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
* Ability to communicate and interact with others in the English language to meet the demands of the job
* Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

Other Qualifications

* Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
* Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
* Must be at least 18 years of age
* Must be able to comply with Company attendance standards as described in established guidelines

Competitive market salary from $63,700 per year to $70,800 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the

discretion of the company.

Benefits you’ll love:

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)

• Southwest will help fund your 401(k) retirement savings with Company contributions up to 9.3% of your eligible earnings**

• Potential for annual Profit Sharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit***

• Competitive health insurance for you and your eligible dependents (including pets)

• Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.

• Explore more Benefits you’ll love: https://careers.southwestair.com/benefits

*Pay amount does not guarantee employment for any particular period of time.
**401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits
***ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company.

_**Southwest Airlines is an Equal Opportunity Employer._

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