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Description
Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience every single day.
Job Overview And Responsibilities
- Research and resolve more complex or escalated customer complaints regarding United or alliance partner products and services including customers with disabilities (CRO) and the Department of Transportation (DOT)
- Cases handled will typically involve responses on behalf of United's executive offices, Premier members, and complex escalations
- Individuals in this role will support internal legal affairs with customer complaint research
- This role will achieve objectives by researching root causes and owning customer responses
- Research and partners with stake holding departments to ensure escalated issues are sufficiently addressed and responded to
- Ensures cases are properly documented, represented and addressed
- Provides SME and escalation support and guidance to frontline Customer Care agents and to external contact center groups
- Special projects as assigned
Qualifications
What’s needed to succeed (Minimum Qualifications):
- Bachelor's degree or 4 years of relevant work experience
- Minimum 2 years customer service / contact center experience
- Strong subject matter expertise / working knowledge of United's Contract of Carriage, policies, procedures and initiatives
- 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 confidentially
- Ability to both works independently and also collaboratively in a team environment
- Demonstrated problem-solving ability, initiative, and superior decision-making skills
- Work schedule requires ability and willingness to work any 7 days of the week, including weekends
- Fully remote
- Must be legally authorized to work in the United States for any employer without sponsorship
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):
- Bachelor's degree in English, Journalism, or related field
- 5 or more years customer service / contact center experience; Contact Center, Refunds, Baggage, Airport or Inflight experience; EZR/SHARES proficiency
The base pay range for this role is $48,735.00 to $63,494.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.
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. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.
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.
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