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Ground & Terminal Operations Service Agent

May 21, 2026

Position in Scranton, PA

Part-Time Opportunity in Scranton: Ground & Terminal Operations Service Agent Employer: Southwest Airlines (Hiring Part-Time in Scranton) Worksite: Scranton, PA (Local Candidate Preferred) Experience: No experience required (Training provided).

Earnings: $17-$22/Hour (approx. $21.2k/Year) Benefits: Weekly pay options may be available. Join a friendly Scranton team with flexible shifts.
Core Focus

Apply your your professional skills skills in a flexible Scranton environment.
This Scranton-based role is an excellent opportunity for professionals skilled in customer service.
Our Southwest Airlines team in Scranton, PA is growing.
Benefit from working in Scranton, a key hub for the Aviation industry.

Experience Legendary Hospitality

The Southwest Airlines Way

Southwest Airlines has revolutionized the airline industry by proving that low fares don't mean low service. We operate on three simple core values: a Warrior Spirit, a Servant's Heart, and a Fun-LUVing Attitude. When you join our ground operations team, you become a "Coheart"—part of a massive, supportive family dedicated to making travel enjoyable. If you possess a brilliant sense of humor, an unyielding work ethic, and a desire for premium customer service jobs, this is the place for you. This is a strictly on-site, in-person airport job; there are absolutely no remote capabilities for this role.
Job Summary

The Customer Service Agent at Southwest Airlines is the dynamic engine of our terminal operations. Known for our incredible turnaround times, Southwest relies on you to process passengers with blazing speed while never sacrificing that trademark smile. You will rotate between the ticket counter, the baggage service office, and the departure gates. You are empowered to make localized decisions that instantly improve a Customer's day. This role requires an immense amount of physical energy, mental agility, and a genuine love for human interaction in a heavily trafficked environment.
Comprehensive Daily Responsibilities
Ticketing & Routing Mastery: Process hundreds of Customers swiftly at the ticket counter. You will issue boarding passes, reroute complex itineraries using Southwest's reservation systems, and manage the collection of oversized baggage fees.
High-Speed Gate Dispatch: Take command of Southwest's unique open-seating boarding process. You will manage boarding positions (A, B, and C groups), make engaging and informative public address announcements, and coordinate the final passenger counts with the flight deck.
Customer Empathy & Recovery: Act as the primary point of contact during operational delays. You will utilize your Servant's Heart to calm frustrated Customers, provide clear operational updates, and issue necessary accommodations such as LUV vouchers.
Baggage Service Resolution: Work directly within the baggage claim area to assist Customers whose luggage has been delayed. You will file detailed reports, track bags across the country, and arrange for final delivery to the Customer's residence.
Team Collaboration: Partner directly with our legendary Ramp Agents and Inflight Crews to guarantee that aircraft doors are closed precisely on schedule, maintaining our industry-leading turnaround metrics.
Unmatched Total Rewards

Southwest Airlines fiercely protects and rewards its People with an elite benefits package:
Legendary Flight Benefits: Enjoy free, unlimited standby travel for yourself, your spouse, your children, and even your parents across our vast network.
ProfitSharing: We believe in sharing the wealth. Southwest employees enjoy one of the most lucrative, historically consistent profit-sharing programs in aviation jobs.
Retirement Dominance: Benefit from a massive dollar-for-dollar 401(k) company match up to a specified percentage.
Health & Wellness: Gain immediate access to highly subsidized medical, dental, and vision insurance plans.
Rigorous Qualifications
Must be at least 18 years of age with a High School diploma or equivalent.
Must be fully willing to work a 100% on-site role inside the airport terminal, standing and walking for the entirety of an 8 to 10-hour shift.
Must be capable of lifting 50 pounds repeatedly to assist Customers with heavy luggage.
Required flexibility to work mandatory overtime, weekends, night shifts, and major holidays.

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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...