Southwest Airlines Customer Service Agent Interview Questions & Reviews
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Updated Mar 14, 2012 – Interview questions and reviews posted anonymously by interview candidates.
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Difficulty Rating [?] Based on 6 ratings 
“Easy” Interview
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Interview Experience [?] Based on 6 ratings
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| 1–6 of 6 Southwest Airlines Interviews | Sort by |
Customer Service Agent at Southwest Airlines
Posted Mar 14, 2012
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3.0
Average Interview
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Overall Neutral Experience
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Interviewed and No Offer
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Interviewed Mar 2012 in Las Vegas, NV (took 3 days)
Sent resume online via SWA website. Was sent an email with a date and time on when they would call. Received a phone call which consisted of prior experience, why Southwest, what the job entails, uniform sizes, salary, etc. Was not offered a f2f, but was told someone would be contacting me, either way, within 2 weeks. From everything I've read, if you're not offered the f2f during the phone interview, you probably won't be invited to the f2f. I'll wait and see if I get the, "Thanks, but no thanks!"
Interview Questions
Other Details
I Applied Online and the interview consisted of a Phone Interview.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Agent at Southwest Airlines
Posted Sep 23, 2011 — 2 of 2 people found this helpful
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4.0
Difficult Interview
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Overall Neutral Experience
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Received and Accepted Offer
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Interviewed Jul 2011 (took 2 months)
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
Other Details
I Applied Online and the interview consisted of a Phone Interview, a 1:1 Interview, a Drug Test and a Background Check.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Agent at Southwest Airlines
Posted Jul 9, 2011
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2.0
Easy Interview
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Overall Neutral Experience
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Interviewed and No Offer
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Interviewed Jul 2011 in Denver, CO (took 1 week)
I applied online and about a week later I got a phone call from SWA. The lady on the phone went over the salary and job description. She then asked "why I wanted to work for SWA" after that she asked if I wanted to do a 1:1. I accepted and a week later I interviewed. The interview process was fast, get you in and get you out. I was there for an hour and saw 5 people come in and out and they were interviewing for 2 days. The interview-1:1 the interview had my resume and read over it and asked the usual, "tell me a little more about this job and that job." The questions I was asked was. "why do you want to work for SWA & out of all you jobs what was your least favorite and why & have you flown with SWA?" other than that just a lot of small talk and laughing. After that they took copies of my diploma and ID's and fingerprinted me. Like I said it was a very fast process and was in and out, not the funny crazy fun time I was expecting, but hey they are busy I understand. They said they would get back to me in 3 weeks.
Other Details
I Applied Online and the interview consisted of a Phone Interview and a 1:1 Interview.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Agent at Southwest Airlines
Posted Jun 12, 2011
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1.0
Very Easy Interview
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Overall Positive Experience
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Received and Accepted Offer
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Interviewed Jan 2011 (took 6 days)
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.
Other Details
I Applied Online and the interview consisted of a Phone Interview, a 1:1 Interview, a Personality Test, a Drug Test and a Background Check.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Agent at Southwest Airlines
Posted Mar 16, 2011
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3.0
Average Interview
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Overall Neutral Experience
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Received and Accepted Offer
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Interviewed Jan 2011 in San Francisco, CA (took 2 months)
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 Questions
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.
Other Details
The interview consisted of a Phone Interview and a Drug Test.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Agent at Southwest Airlines
Posted Mar 23, 2010
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1.0
Very Easy Interview
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Overall Positive Experience
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Received and Accepted Offer
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Interviewed Mar 2010 in Houston, TX (took 8 weeks)
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 Questions
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.
Other Details
I Applied Online and the interview consisted of a Phone Interview, a Group/Panel Interview, a Drug Test and a Background Check.
Helpful Interview?
Yes |
No
Inappropriate?
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