Remote Airline Customer Relations Specialist

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About Southwest Airlines

Southwest Airlines has spent more than 50 years doing things differently — no change fees, no hidden bag charges, and a commitment to customer service that has earned us a loyal following unlike any other airline. We hire for heart and train for skills, because we believe the right people make all the difference. Our remote Customer Relations team embodies the Southwest Spirit every day, turning challenging customer situations into opportunities to show what genuine hospitality looks like at 35,000 feet and on the ground.

The Opportunity

As a Remote Airline Customer Relations Specialist, you will handle post-travel customer feedback, service recovery cases, and goodwill correspondence on behalf of Southwest Airlines. You will investigate travel disruptions, evaluate compensation requests, and write thoughtful, personalized responses that reflect Southwest's values and resolve customer concerns in a way that preserves loyalty and trust.

Your Responsibilities

  • Review and respond to written customer feedback, complaints, and compliments received via email, web form, and social channels
  • Investigate flight delay, cancellation, lost baggage, and service failure cases to determine appropriate resolution and compensation
  • Issue travel credits, Rapid Rewards points adjustments, and refunds in accordance with Southwest's customer relations policies
  • Coordinate with operations, inflight, and airport teams to gather incident details needed for accurate case resolution
  • Meet case volume and response time targets while maintaining Southwest's high standard for correspondence quality
  • Track and categorize case types to surface recurring service failure trends for operational improvement
  • Maintain accurate case records in Southwest's customer relations management system

What We're Looking For

  • 2+ years of customer relations, complaint resolution, or correspondence management experience
  • Exceptional written communication skills with the ability to craft warm, empathetic, and brand-consistent responses
  • Good judgment in evaluating customer situations and making compensation decisions within defined parameters
  • Familiarity with airline operations and travel industry terminology is preferred
  • Bachelor's degree in communications, business, hospitality, or a related field preferred

Southwest Perks

  • Competitive pay with Southwest's profit-sharing program — one of the most generous in the airline industry
  • Free unlimited standby travel on Southwest flights for you and eligible family members
  • Medical, dental, and vision insurance with flexible coverage options
  • 401(k) with dollar-for-dollar company match up to the IRS limit
  • Paid time off, paid holidays, and a work culture grounded in fun, heart, and genuine teamwork
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...