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 a core component of the operating environment. This position will provide dedicated 24/7 customer outreach and support of frontline teams, including call centers when issues are escalated. Work with direction of Manager Customer Service Solution to de-escalate situations with customers by providing on the spot resolution, compensation, etc. Interact with internal departments to seek support as well as Social Media in investigative procedures. Manager will be the focal point to execute customer recovery planning
Interacts with customers to provide timely and on the spot resolution to de-escalate customer issues
Works with other stakeholders to provide compensation
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
Provides subject matter expertise, escalation support, communication and guidance to other employees within team as well as to other stakeholders
Required
Bachelor’s degree or equivalent related work experience
2-4 years of experience in either Line Station or Hub related operations and leadership roles
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
Ability to interact professionally with personnel at all levels of the organization, external business partners, team members and customers
Self-motivated and able to work independently, but also collaboratively in a team environment
Demonstrated multi-tasking ability, problem-solving, initiative and superior decision-making skills
Proficient in Microsoft Outlook and Excel
Proficient in all aspects of Customer Service Policies and Procedures
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
Preferred
Contact Center, Customer Care, Refunds, Baggage, Airport, or Inflight experience
Knowledge of SHARES, AERO, SharePoint, Performance Management, Unimatic and airport operations systems
Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT
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