Job Description

 

There never been a more exciting time to join United Airlines. Were on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers… and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce.

 

And were growing  in the years ahead, well hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run “Business Resource Group” communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

 

Key Responsibilities:

Researches and partners with stake-holding departments to ensure high-profile issues are sufficiently addressed and responded to. Ensures cases are properly documented, represented and addressed, including public statements, DOT follow-up, small claims court appearances on behalf of United. Root cause analysis as determined through a thorough investigation where appropriate suggestions to address failures are communicated
Work closely with other organizations to establish customer experience history for escalated incidents
Leadership updates and executive level communications to advise of incident handling and resolution
Proactively identifies opportunities to improve customer resolution
Provides SME and escalation support/guidance to other team members in Customer Solutions and Recovery as well as external contact center groups
The salary for this position is $57,700 to $87,560, dependent on job-related, non-discriminatory factors such as experience, education and skills. This range is based on a full-time schedule.

Bonus eligible: yes

At United, we offer a competitive compensation package, with benefits including: medical, dental, vision, life, accident and disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) plan with employee and company contribution opportunities, and flight privileges.

 

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the desired qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

Whats needed to succeed (Minimum Qualifications):

Minimum two years operational/contact center experience
Superior written communication skills; strong verbal skills
Ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customers
Ability to maintain confidentiality

Ability both to work independently and collaboratively in a team environment
Demonstrated problem-solving ability, initiative, and superior decision-making skills
Excellent verbal and written communication skills including and the ability to translate customer interaction at the executive level
Ease in working in fast paced dynamic and deadline driven environment

Proven analytical skills and superior attention to detail
Ability to prioritize work and effectively manage time
Ability to effectively work with employees at all levels of the organization

Knowledge of email applications (e.g., Outlook) and general knowledge of Microsoft Office products and applications (e.g., Word, Excel, Power Point)
Must be legally authorized to work in the United States for any employer without sponsorship
Reliable, punctual attendance is an essential function of the position
Experience with highly complex cases and customer service escalations

What will help you propel from the pack (Preferred Qualifications):

BA in English, Journalism or related
Foreign language skills
EZR/SHARES proficiency

Strong subject matter expertise/working knowledge of United policies, procedures, and initiatives.
Airline Industry Experience

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions.

 

Please contact JobAccommodations@united.com to request accommodation.
Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT