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Description

At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen! From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.

Job overview and responsibilities

United's ability to provide a seamless experience during all aspects of customer and or flight disruption is critical to our overall customer experience and the efficiency in which we operate. Due to the inherent complexity of customer and flight disruptions including IRROPS, no one area of the company is focused on the overall planning, measurement, and operational coordination of this operating environment. As a result, these events are processed as an exception as opposed to

+ 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 a core component of the operating environment. This role is responsible for the day to day operational management of the Global Customer Solutions team and the United Incident Report. This position will provide dedicated 24/7 customer outreach and support of frontline teams, including call centers, when issues are escalated.

+ Individuals in this role will be responsible for researching and resolving high-profile customer complaints including those involving flight incidents, customers with disabilities (CRO), the Department of Transportation (DOT), and social media channels. Additionally, customer complaints that are more complex or follow an escalation pathway that pertain to United or alliance partner products and services are reviewed and resolved in a manner consistent with audit and regulatory mandates

+ Researches and partners with stakeholders in multiple 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 conducted through a comprehensive investigation, with relevant recommendations provided to address identified failures groups

+ Workload Assignments. Ensures cases are properly documented, represented, and case severity addressed. Guides Specialists on handling of cases and steps to resolution, coaches as required. Shares outcomes with Manager Executive Solutions if necessary

+ Coordination. Researches customer events and partners with stakeholders to ensure high-profile issues are addressed and response given in a timely manner

+ Customer Interaction. Initiates customer outreach to provide timely and on the spot resolution to de-escalate customer issues. Works with other stakeholders and peers to provide actionable internal feedback from customer events and provide appropriate compensation

+ Manage Solutions and Recovery team’s library and learning material ensuring timely and relevant resources are available

+ Research and investigation. Closure of escalations and logging of information. Ensures cases are properly documented, presented and addressed including public statements in coordination with Social Media/PR.

+ Escalations. Provides subject matter expertise, escalation support, communication and guidance to other employees within team as well as to other stakeholders

Qualifications

What’s needed to succeed (Minimum Qualifications):

+ Bachelor’s degree or equivalent work experience

+ 2+ years of experience in either Line Station or Hub related operations and leadership roles

+ 3+ years of related experience

+ Knowledge of policy, procedures in airport operations as well as tools used daily to support agents, supervisors and managers

+ Strong written and verbal communication skills

+ Self-motivated and able to work independently, but also collaboratively in a team environment

+ Demonstrated problem-solving, initiative, and superior decision-making skills

+ Proficient in Microsoft Office Suite

+ Knowledge of SHARES, AERO, SharePoint, Performance Management, and airport operations systems

+ 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):

+ Business Management, Communications, Criminal Justice

+ Contact Center, Customer Care, Refunds, Baggage, Airport, or Inflight experience preferred

The base pay range for this role is $79,800.00 to $103,966.00.

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 [email protected] to request accommodation.