Specialist – Global Customer Solutions (Remote)

There’s never been a more exciting time to join United Airlines. We’re on a path toward 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 we’re growing – in the years ahead, we’ll 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 stakeholder 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.

 

The Job Posting End Date is 09/20/2024

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

What’s needed to succeed (Minimum Qualifications):

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• 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
• Airline Industry Experience

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’s policies, procedures, and initiatives.