Noc Customer Planner Jobs

Department: Network Operations Control
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.
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Job Summary
The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel. The NOC Customer Planner c oordinates with and advises Dispatch Superintendents and Stations on the routing and accommodations of Customers as required in times of irregular flight operations and cancellations. This role collaborates with Teams in Flight Operations, Customer Service, and Ground Operations. The NOC Customer Planner is a critical thinker who is detail-oriented and has a technical mindset to solve challenges while provid ing Legen dary Customer Service .
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. is required , and no current or future work authorization sponsorship available.
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
Coordinate with Ground Operations Stations and Dispatch Superintendents during irregular operations to provide the highest level of Customer Service possible
Determine which flights are to be held for connecting Customers and key information into the current or emergent reservations system
Assist the Dispatch Superintendents with decisions regarding which flights will be cancelled or delayed during maintenance, air traffic delays, etc.
Work closely with Revenue Management Team on adjusting booking and lids due to irregular operations
Assist Stations in complying with the Air Carrier Access Act by helping to determine how Customers with disabilities will be accommodated
Coordinate with medical personnel regarding Customers with medical needs during travel
Prepare reports regarding non-routine flight activities, distributes to Ground Operations Leaders to ensure follow-up with Stations
Provide Customer Relations with information necessary to respond to Customer inquiries
Assist Station with security issues concerning check point security, carry-on items, and checked articles
Communicate to and work in conjunction with the Director of Security regarding security irregularities
May perform other job duties as directed by Employee’s Leaders
Knowledge, Skills, and Abilities
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, including the relative costs and benefits
Knowledge of current and emergent PC software packages
Skilled in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Skilled in considering the relative costs and benefits of potential actions to choose the most appropriate one
Ability to apply general rules to specific problems to produce answers that make sense
Ability to work well with others as part of a Team; professionally interact with other departments, labor groups, and the ability to perform well under pressure
Education
Required: High School Diploma or GED
Experience
Intermediate level experience, fully functioning broad knowledge in:
Station operational area, Customer Support and Services area (including SOS)
Making decisive, strategic decisions that reflect on our Customers' experience, our Brand, and our Network performance
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
Ability to work extended hours, nights and weekends based on operational needs and schedule
Pay & Benefits
Competitive market salary from $76,500.00 per year to $85,000.00* 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 ProfitSharing 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 ***ProfitSharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company.
Southwest Airlines is an Equal Opportunity Employer.
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