Southwest Airlines Customer Support Representative Interview Questions
& Process
Real candidates share what happened, how many rounds they had,
and how the experience turned out.
Based on 250 interview experiences · FREE TO READ
Candidate interview experiences
First-hand accounts from people who interviewed at Southwest Airlines.
Southwest Airlines
Customer Service Associate
Entry Average Neutral experience Accept offer 2 rounds
Interview process
Recruiter call Onsite
Interview formats
Behavioral Technical Case
You start with an online application, then a phone or video chat with a recruiter who asks about you, when you can work, and if you're interested. They might also ask how you'd handle customer situations. If that goes well, you'll have a panel or in-person interview. This part involves behavioral questions (using STAR method), questions about handling tough customers or busy times, and a quick rundown of what the company expects from CSAs and their values.
Confirmed questions4 questions
- Can you share an instance where you exceeded expectations to assist a customer?
- How do you manage in high-stress or rapidly changing situations?
- Recount a situation where you had to handle a challenging customer and how you resolved it.
Southwest Airlines
Customer Service Agent
Entry Average Positive experience Accept offer 1 round
Interview process
Recruiter call
Interview formats
Behavioral
The interview process was very professional and had a relaxed atmosphere. I was interviewed for a ramp agent position, and although I applied for that, I ended up getting hired for a customer service agent role. I worked there for about 10 years and it was a great company.
Confirmed questions2 questions
- Can you tell me about your availability?
- How reliable can you be in this role?
Southwest Airlines
Customer Service Representative
Entry Average Neutral experience No offer 2 rounds
Interview process
Recruiter call Phone screen Technical screen
Interview formats
Behavioral Technical
I had a phone interview first, which I thought went well. We talked for over half an hour, and the recruiter then set up a second interview via Microsoft Teams, scheduled for two weeks later. This second interview was at 2:00 pm and only lasted 15 minutes. The questions felt very rushed and generic, and I got the impression they weren't genuinely interested in learning about me. There were three interviewers; one discussed Southwest and the job requirements, another asked generic interview questions, and the third remained completely silent, which made the experience very uncomfortable and awkward. Later, I received an email stating they were moving forward with other candidates, which didn't surprise me given how off the second interview felt from the start.
Confirmed questions1 question
- Can you share an instance of assisting a customer in Spanish, as this role demands English and Spanish fluency?
Southwest Airlines Customer Support Representative Interview Questions
Quoted word for word from Southwest Airlines interview reports.
“Which of our three values resonates most with you: a fun-loving attitude, a servant's heart, or a warrior's spirit?”
Read reports →“How would you handle a coworker who is in a bad mood and try to improve their attitude?”
Read reports →“How would you handle a situation where a coworker is speaking negatively about another person or the company while in the break room?”
Read reports →“Can you describe a situation where you had to work with a coworker who lacked motivation?”
Read reports →“Can you share an instance of assisting a customer in Spanish, as this role demands English and Spanish fluency?”
Read report →“Describe a situation where you had to deal with a very angry customer and explain how you managed it.”
Read report →“Can you share an instance where you did more than what was expected for a colleague?”
Read report →“Tell me about a situation where you didn't get along with a coworker but managed to turn things around for the better.”
Read report →“Could you share an instance where you had to convey bad news to a customer and explain how you managed to satisfy them?”
Read report →Formats, difficulty and experience
Across all 250 Southwest Airlines interview reports.