Southwest Airlines
4.2 of 5 418 reviews
www.southwest.com Dallas, TX 5000+ Employees

Southwest Airlines Customer Service Agent Interview Questions & Reviews

Updated May 22, 2014
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1 person found this helpful

Accepted Offer

Positive Experience

Very Easy Interview

Customer Service Agent Interview

Customer Service Agent
Saint Louis, MO

I applied online and the process took 4 weeks - interviewed at Southwest Airlines.

Interview Details – Initially applied online -had a phone interview and days later a F2F, with the same recruiter. The F2F interview basically wanted to know how your previous exp related to interetest position. Your personality MUST be fitting w/ SWA! They are all about persnality and fun atmosphere.

Interview Question – None of the questions were hard! Or unexpected! At all.. just asked specifics about tell me about a time when, customer is not satisfied, what would you do type of questions.   View Answer

Negotiation Details – None, it's was already learned upon the phone interview.

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1 person found this helpful

Accepted Offer

Positive Experience

Easy Interview

Customer Service Agent Interview

Customer Service Agent
Bwi Airport, MD

I applied online and the process took 2 months - interviewed at Southwest Airlines in April 2014.

Interview Details – Applied for FT Customer Service Rep at DCA, about a month and a half ago. Received a phone call to phone interview on 4/14. Phone interview was very easy! Majority questions about my previous work history. At the end of the phone interview I was asked to go to BWI for a F2F interview on 4/28.
*F2F*
The face to face interview was very easy as well. Interviewed with the recruiter who did my phone interview. The manager from DCA was also in the room but she didn't ask any questions, just listened. The interview was very fun and relaxed. The recruiter made me feel so comfortable because she was outgoing and enthusiastic. She asked about my work history again and asked behavioral questions as well. I answered all questions in star format. At the end of the interview the recruiter and manager from DCA stepped out to make a copy of my 2 forms of ID and college transcripts. When they stepped back in the room I was offered the job! Did my fingerprints and drug test the same day. Now all I'm waiting on is my background check to clear. (Not worried about that because I'm an angel lol) Does anybody know how long the background check process is? How long before training starts? I'm really anxious and excited to start :)!

Interview Question – How do you have fun at work?
How would you tell a customer no?
  Answer Question

Negotiation Details – Didn't try to negotiate.

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1 person found this helpful

Accepted Offer

Positive Experience

Easy Interview

Customer Service Agent Interview

Customer Service Agent
Houston, TX

I applied online and the process took 4 weeks - interviewed at Southwest Airlines in July 2011.

Interview Details – The interview process was pretty straight forward. Filled out an online application, and received a call from an internal recruiter for a phone screening which lasted about 10 minutes. The interviewer asked standard questions about my work background and explained the basics of the job requirements. While still on the phone with me she asked me if I would be available for an in-person interview the following week.

The in person interview was with the station manager and two recruiters. They all asked standard questions about my background and work experience. They asked for lots of stories and examples of previous times you've solved a problem creatively, or dealt with an unhappy customer.

I think the most important thing to remember when interviewing for this position is to make sure you show your outgoing and fun personality. I know that interviewers disqualify people based on this. The culture at SWA is very important to the company, so make sure you prepare some fun/funny stories to impress on that end.

After the panel interview I went a couple weeks without hearing back, but was finally asked to fly to Dallas to be fingerprinted and have a drug screen at a local screening place.

Interview Question – Standard interview with no difficult questions, just be prepared with stories of past customer service experiences and be a bit bubbly.   Answer Question

Negotiation Details – No negotiation. Union position, so you are on a standard pay scale. To start was $11.50 if I remember right.

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1 person found this helpful

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Average Interview

Customer Service Agent Interview

Customer Service Agent

I applied online and the process took 2 weeks - interviewed at Southwest Airlines.

Interview Details – Hiring process is pretty simple. The thing with Southwest is so many people apply. They only post the jobs for a couple of hours once they post. Generally they email most of the applicants who are able to apply for the brief job posting for a phone interview. If the phone interview goes well they will actually call you back for a face to face interview. If the phone interview didn't go well or you weren't selected they will email you. If you are selected for the face to face it generally is a panel interview which is very relaxed. If they decides to select you they will ask to finger print you either then. If not they will let you know they are reviewing applicants and most likely you will receive a thanks but no thanks email.

Negotiation Details – Non negotiable Union

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2 people found this helpful

Accepted Offer

Positive Experience

Difficult Interview

Customer Service Agent Interview

Customer Service Agent
Linthicum, MD

I applied online - interviewed at Southwest Airlines in May 2010.

Interview Details – Job openings are posted around 5am & are taken down usually by 9am, when they've received the number of applicants whose resumes they can evaluate that day. When applying, if you don't answer the multiple-choice questions the way they want, you won't be considered for the position. A recruiter there actually told me to lie, just to get past the automated system's filter.
After you find an open listing, apply in time & answer the questions correctly, a recruiter will call you (within about 4-7 days) for a brief phone interview with extremely basic questions. After you pass that stage, you'll be emailed, asking that you go to the company's regional People Department for a formal interview. The People Department can be 100s of miles from the airport where you'd be working, & you (the applicant) are responsible for any costs or travel incurred because of the interview.
Next, you'll meet with a member of the People Department for a face-to-face interview. It's critical to be punctual, appear extremely upbeat, eager, & able to handle any challenges Southwest's customers could throw at you. It helps to remember the 3 values that Southwest prides themselves on: servant's heart, warrior spirit, & fun-loving attitude.
The recruiter didn't give any indication of whether or not he would recommend I be hired. I found out later that since the background check can take about 3 weeks, they don't tell you anything until they make sure you don't have a criminal past. Roughly 3 weeks after the interview, I got a call saying I was hired. They usually hire several people at once, so that they can all train together. They'll give you one or two dates to start on. I think the first one was about a week away. I said I needed to give my other job 2 weeks notice, so I took the 2nd start date that he mentioned. I was given the impression that if neither of the dates they offered worked for me, that they would retract the job offer.
After I was hired, I was told that statistically, it's easier to get accepted to Harvard University than it is to get hired by Southwest (because sooooo many people apply & don't make it).

Interview Question – Are you SURE that you've never committed a felony or misdemeanor?   View Answer

Negotiation Details – No negotiation: it's a union job, so everyone has the same starting rate. Raises are by seniority, never merit-based.

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3 people found this helpful

Accepted Offer

Neutral Experience

Average Interview

Customer Service Agent Interview

Customer Service Agent
San Francisco, CA

The process took 2 months - interviewed at Southwest Airlines in January 2011.

Interview Details – You apply online, you go through a phone interview then you are scheduled for a in-person interview. They will take your finger prints, drug test you and then send off for your background check. You have to provide your employment history for the past 10 years. If you pass all of that then you will receive an offer over the phone from one of their recruiters.

Interview Question – Will you have a issue with not taking any time off or calling out during your first 6 months of probation?   Answer Question

Negotiation Details – When they say flexible hours they definitely mean it. You are at the bottom of the totem pole so you will receive the hours no one wants. Most likely those are evenings and weekends. Sometimes you will even have to work mandatory shifts (2 shifts in one day). 16 hour days are common during your 6 months of probation.

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1 person found this helpful

Accepted Offer

Positive Experience

Very Easy Interview

Customer Service Agent Interview

Customer Service Agent
Houston, TX

I applied online and the process took 8 weeks - interviewed at Southwest Airlines in March 2010.

Interview Details – First, informal telephone interview. After that I was invited to a face to face interview. I was interviewed by two people and asked a series of questions. The whole interview process is very relaxed. We were laughing throughout the interview.

Interview Question – What did I like most about my current job.   View Answer

Negotiation Details – I haven't gotten that far. They did tell me what the salary is, said someone will be flying in from Dallas to make an offer, and when they make the offer, whatever it is, I WILL TAKE IT.

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5 people found this helpful

Accepted Offer

Neutral Experience

Difficult Interview

Customer Service Agent Interview

Customer Service Agent

I applied online and the process took 2 months - interviewed at Southwest Airlines in July 2011.

Interview Details – Job was advertised mid July, to which I applied. I was contacted by e-mail 1-2 days later to schedule a phone interview, though they could not accommodate a phone interview for another 2 days. Phone interview was informal, mostly questions about myself or my resume, and advised what my job would entail, including pay which was non negotiable (and very low.. faaaaar less than my previous job). The interviewer on the phone was very friendly and advised I had passed and will be scheduled for a face to face interview. The face to face interview was booked for 4 days later. The face to face interview was ok, 4 people interviewed and lots of general interview questions about my past jobs and about me, luckily I'd done my homework and expected what I would be asked. A week and a half later I received a call advising I had passed to the next step - background checks. They work with another company to do background checks, the company was easy to work with, but if you don't reply straight away they will bombard you with e-mails and calls until you do. There were also drug tests to do and later on fingerprinting once the background checks were complete. I was flown to Phoenix for fingerprinting, this was fun since you are getting sent to fly for free! Back within the same day, then generally it was a week later I was sent to the airport to get my airport badge and sign a few forms. It wasn't until 4 weeks later you are once again sent to Phoenix to finish your airport badge forms and a meet and greet other new hires from yours and other stations. My start date was a week after that, 2 months of playing the waiting game... wow, too long for some people, especially ones in desperate need of money asap. I heard and read a lot of people cannot wait this long for job processing and accept other jobs because they are far quicker in getting you started.

I do wonder now if it was worth going through all this to work there, the employee culture they so proudly advertise may well be a lie, though it may just be that Southwest has just changed. At the moment I do not feel the work environment is as I've read. Since I've started I feel quite unwelcome and uncomfortable. Already I sense a lot of gossip within the station. Apparently its ok to get yelled at by a customer, yet they are renowned for putting employees before customers. If you make a mistake or don't do everything by the book, you can be terminated. Apparently they don't mind losing smart people, and there doesn't seem to be any leeway in making a mistake. Termination and warning letters is something they seem to like quoting. Wow I wonder how long I will stay here for...

Interview Questions

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1 person found this helpful

Accepted Offer

Positive Experience

Very Easy Interview

Customer Service Agent Interview

Customer Service Agent

I applied online and the process took 6 days - interviewed at Southwest Airlines in January 2011.

Interview Details – I applied online and got an email a day later. They noticed my application and wanted to hold a phone interview, They had me come in for an interview a day later. They said they will let me know in a week if I'm chosen. I got an email the same day wanting me to go do a drug test. Two days I was hired.

Interview Questions

Negotiation Details – No negotiation for there was a set hourly rate.

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