Specialist – Global Customer Solutions
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Job Description
United Airlines customer solutions specialist resolving high-profile passenger complaints, DOT matters, and escalations. Investigating incidents, advising leaders, and improving customer resolution remotely.
Responsibilities:
- Research and resolve high-profile customer complaints involving flight incidents, customers with disabilities (CRO), the Department of Transportation (DOT), and social media channels
- Review and resolve complex or escalated complaints involving United or alliance partner products and services in accordance with audit and regulatory mandates
- Research issues and partner with stakeholder departments to ensure high-profile matters are sufficiently addressed and resolved
- Properly document, represent, and address cases, including public statements, DOT follow-up, and small claims court appearances on behalf of United
- Conduct root cause analysis through thorough investigations and communicate suggestions to address failures
- Work with other organizations to establish customer experience history for escalated incidents
- Provide leadership updates and executive-level communications regarding incident handling and resolution
- Proactively identify opportunities to improve customer resolution
- Provide subject matter expert and escalation support and guidance to Customer Solutions and Recovery team members and external contact center groups
Requirements:
- 1+ years operational / contact center experience
- Superior written communication skills and strong verbal skills
- Ability to interact professionally with personnel at all organizational levels, external business partners, team members, and customers
- Ability to maintain confidentiality
- Ability to work independently and collaboratively in a team environment
- Demonstrated problem-solving ability, initiative, and superior decision-making skills
- Ability to translate customer interaction at the executive level
- Ability to work in a fast-paced, dynamic, deadline-driven environment
- Proven analytical skills and superior attention to detail
- Ability to prioritize work and effectively manage time
- Reliable access to Wi-Fi
- Ability to work effectively with employees at all organizational levels
- Knowledge of email applications such as Outlook
- General knowledge of Microsoft Office products and applications such as Word, Excel, and PowerPoint
- 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: BA in English, Journalism, or related field
- Preferred: Contact center, Refunds, Baggage, airport, or Inflight experience
- Preferred: Foreign language skills
- Preferred: EZR/SHARE proficiency or experience
- Preferred: Airline industry experience
Benefits:
- Top-tier health and wellness benefits
- Medical, dental, and vision insurance
- Life, accident, and disability coverage
- Parental leave
- Employee assistance program
- Commuter benefits
- Paid holidays
- Paid time off
- 401(k)
- Flight privileges
- Bonus and/or long-term incentive compensation awards
- Reasonable accommodations for applicants and employees with disabilities
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