Baggage Services Representative

United Airlines•Houston, TX

3d•$19

About The Position

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.

Requirements

High school diploma/GED or education equivalent
At least 2 years of Customer Service experience
Must be proficient in English (read, write and speak)
Must have experience using computers, including MS Outlook and Office Communicator (Instant Messaging)
Excellent written and verbal communication skills
Excellent listening skills
Must be flexible to work any shift within a 24-hour period including days, nights, weekends, and holidays
Be able to attend a full-time (8 ½ hour) training class within a 24-hour period in the Reservations Office
Must be 18 years of age or older
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 a crucial function of the position
Must agree to follow all established United policies including but not limited to those found within the Working Together Guidelines, Reservations Handbook, Drug and Alcohol Policy, and other applicable United policies and rules
Be able to pass a 10-year security background check

Nice To Haves

Proficient in World Tracer
Strong typing skills
Bilingual- Spanish speaking

Responsibilities

A Baggage Representative Call Center (BRC) employee’s purpose is to help customers who have experienced a baggage issue (i.e. delayed, damaged, pilfered or an article left on board an aircraft) and file claims.
Employees are required to make proactive call backs to our customers, answer inbound calls/e-mails and follow-up on any concerns. They are empowered to make good business decisions, ensuring our customers have the best customer service experience.
Answer inbound phone calls, request travel certificates, and request warehouse and left on board visuals
Deliver strong customer service and make business decisions in line with the BRC policies
Identify issues and engage in structured problem solving
Pro-active callbacks to customers
Consistently deliver a standard-setting product to our customers
Maintain statistical excellence in all areas to support efficiency goals
Be accountable for all scheduled telephone time to meet service level goals
Adapt and respond to changing work situations and environments.
Maintain an ergonomically correct work area