Cargo Customer Care Specialist

Department: Cargo & Charters
Our Company Promise
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.
:
All of Southwest’s People come together to deliver on our Purpose; Connecting People to what’s important in their lives through friendly, reliable, and low-cost air travel. The Cargo Customer Care Specialist upholds our Purpose by investigating, evaluating, and adjusting claims for lost or damaged cargo. This role develop s a plan for claims resolutions a s well as provide s claim status reports . The Cargo Customer Care Specialist is detail oriented and a strong communicator who looks forward to connecting with internal and external Customers.
Additional Details:
U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.
This role is offered as a remote workplace position, which may require travel for training, meetings, conferences, etc. Outside of those required visits, the majority of your working time may be spent in a remote location, away from our Corporate Campus. Please note, while this is a remote position, there is a limited group of states or localities ineligible for Employees to regularly perform their work. Those ineligible locations are: Alaska, California, Colorado, Delaware, Illinois, Iowa, Maryland, Massachusetts, Montana, New Hampshire, New Jersey, New York, North Dakota, Oregon, Pennsylvania, South Dakota, Vermont, West Virginia, Washington and Wyoming
Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.
Responsibilities
Answer Customer calls or written correspondence by determining the appropriate tone, creating personalized communication, and utilizing the Southwest voice to provide timely and thorough communication
Book domestic and international cargo shipments by gathering the necessary information
Build relationships with Internal and External Customers and ensure daily Cargo operation meets Customer needs
Contact Customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
Keep records of Customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Manage Cargo claims regarding irregular operations events by proofing Customer correspondence for quality and accuracy, providing approval on disbursements, and reviewing reconsiderations
Research domestic and international loss/damage claims by collecting and analyzing all facts
Respond to claims by assigning reserve values to claims, making claims payments as necessary, and settling claims up to the designated authority level
Respond to complex or escalated Internal and External Customer inquiries regarding rates, routing, status, tracking, policies, and procedures
May perform other job duties as directed by Employee’s Leaders
Knowledge, Skills, and Abilities
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology
Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits
Skilled in understanding the implications of new information for both current and future problem-solving and decision-making
Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Ability to generate or use different sets of rules for combining or grouping things in different ways
Ability to see details at close range (within a few feet of the observer)
Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
Preferred knowledge of S alesforce
Preferred case management experience Education
Required: High School Diploma or GED
Experience
Required: Entry-level experience; developing skills and knowledge in handling claims or appeals
Licensing/Certification
N/A
Physical Abilities
Ability to perform work duties from [limited space workstation/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.
Pay & Benefits:
Competitive market salary is from $52,600 per year to $54,800 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)
• Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per

paycheck *

• Potential for annual Profit-sharing contribution toward retirement - when

Southwest profits, you profit**

• Pay amount does not guarantee employment for any particular period of time.
• Explore more Benefits you’ll love: https://careers.southwestair.com/benefits

**401(k) match contributions are subject to the plan’s vesting schedule and applicable IRS limits
***Profit-sharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company.
Southwest Airlines is an equal opportunity employer.
Please print/save this job description because it will not be available after you apply.
Southwest Airlines is an Equal Opportunity Employer.
Please print/save this job description because it won't be available after you apply.