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B2B Services Account Manager

Company: Southwest Airlines Company
Location: Dallas
Posted on: November 23, 2021

Job Description:

OverviewSouthwest will provide a stable work environment with equal opportunity for learning and personal growth. 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.ResponsibilitiesWORK ACTIVITIES/CONTEXT:

  • Business to Business Account 1:1 concierge coverage including problem resolution and full service account representation. This includes Corporate Customer calls and written correspondence by creating personalized communication, and managing Business to Business relationships.
  • Identify and take ownership of Corporate Customer inquiries and service needs by navigating multiple systems to obtain all relevant facts and collaborating with other Departments in providing concierge level Customer Service and delivery of information. Identifies and handles escalations from Corporate Customers to internal Southwest Departments.
  • Has strong knowledge of reservation, ticketing, travel agency, corporate travel and Southwest Airlines reservation and ticketing policies.
  • Reservation and ticketing expertise to audit reservation and ticketing errors. Issues debit memos, and collections as needed on reservation and ticketing errors.
  • Diffuse heightened Corporate Customer situations by utilizing active listening, probing, and conflict resolution techniques in order to provide excellent Customer service and a positive outcome, as well as implementing any follow up actions
  • Determine appropriate level of goodwill gestures by following Southwest guidelines when necessary in order to resolve Customer concerns for Concierge Corporate Customers
  • Implement resolutions for Corporate Customer concerns by processing refunds or vouchers, documenting resolution, account relationship, and ensuring concierge level responsiveness in order to satisfy both Corporate Customer and Company needs
  • Stay up to date on Corporate Customer needs, account relationship service, internal communication, policies, and procedures to better communicate Company actions and changes to External Customers
  • Builds and maintains Corporate Customer loyalty by providing prompt and courteous service, building rapport with each individual, and Business to Business account.QualificationsBASIC QUALIFICATIONS:
    • High School Diploma, GED or equivalent education required.
    • Must be at least 18 years of age.
    • Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.EDUCATION:
      • Bachelor's Degree or equivalent work experience requiredWORK EXPERIENCE:
        • 2 Years Functional work experience in addition to Bachelor's degree required
        • 6 Years Functional work experience in lieu of Bachelor's degree requiredPHYSICAL ABILITIES:
          • Ability to perform work duties from desk/office area for extended periods of time
          • Most activities conducted in typical office environment which requires light lifting to overhead files and shelves. Duties will require traveling long hallways on multiple floors and between campus buildingsSKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:
            • Demonstrates integrity in all actions and decisions
            • Decision making autonomy for Corporate Customers
            • Strong organizational and time management skills
            • Strong Customer Service and account relationship management skills
            • Strong writing skills including grammar, punctuation, spelling and usage of the English language
            • Ability to adapt to change
            • Ability to learn and apply new concepts and materials quickly
            • Ability to mitigate conflict
            • Ability to demonstrate empathy and high emotional intelligence in various situations dealing with both customers and fellow employees
            • Demonstrate excellent interpersonal and active listening skills
            • Ability to think critically when faced with a problem or task
            • Ability to demonstrate courtesy, tact and diplomacy
            • Ability to exercise good judgment and ethical standards in a variety of situations
            • Ability to communicate with professionalism, assertiveness, and empathy
            • Ability to establish and maintain effective working relationship
            • Ability and flexibility to work extended and/or varying work hours
            • Ability to prioritize multiple tasks simultaneously with frequent interruptions and time constraints
            • Must meet confidentiality expectations as to confidential, proprietary, and sensitive Company information
            • Strong customer service skills
            • Patience and flexibility to respond to the changing needs of CustomersOTHER QUALIFICATIONS:
              • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
              • Must be able to meet any physical ability requirements listed on this description.
              • May perform other job duties as directed by Employees Leaders.
              • Must be fully vaccinated against COVID-19 by start date to comply with Executive Order 14042, which requires employees of federal contractors to be fully vaccinated against COVID-19.Southwest Airlines is an Equal Opportunity EmployerPlease print/save the job description because it won't be available after you apply.Post Begin Date 3 days ago (11/15/2021 9:00 AM)Requisition ID 2021-36380Category CorporateLocation US-TX-DallasEmployment Type Regular Full-TimeDepartment 75-Southwest BusinessIt is also the policy of Southwest Airlines to provide equal opportunity to all individuals and not to discriminate on the basis of race, color, ancestry, religion, age, sex, sexual orientation, gender, gender expression, gender identity, pregnancy, marital status, national origin, genetic information, physical or mental disability, military or veteran status.

Keywords: Southwest Airlines Company, Dallas , B2B Services Account Manager, Executive , Dallas, Texas

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