Specialist - Customer Care (Remote)

United Airlines•Chicago, IL

4d•$61,465 - $80,110•Remote

About The Position

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network. Come join us to create what’s next. Let’s define tomorrow, together. 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 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. Operations: Research and partners with stake holding departments to ensure high-profile issues are sufficiently addressed and responded to with a phone call Ensures cases are properly documented, represented and addressed, including public statements and DOT follow-up Work closely with other organizations to establish customer experience history for escalated incidents Root cause analysis as determined through a thorough investigation where appropriate suggestions to address failures are communicated Leadership updates and executive level communications to advise of incident handling and resolution Proactively identifies opportunities to improve customer resolution Support: Provides SME and escalation support/guidance to other team members in Customer Solutions and Recovery as well as external contact center groups

Requirements

Bachelor's degree or 4 years of relevant work experience
2+ years operational / contact center experience
Superior written communication skills
Strong verbal skills
EZR/Shares proficiency
Ability to interact professionally with personnel at all levels of the organization
Ability to maintain confidentiality
Ability to work independently and also collaboratively in a team environment
Demonstrated problem solving skills
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

Responsibilities

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
Reviewing and resolving customer complaints that are more complex or follow an escalation pathway that pertain to United or alliance partner products and services in a manner consistent with audit and regulatory mandates
Research and partners with stake holding departments to ensure high-profile issues are sufficiently addressed and responded to with a phone call
Ensures cases are properly documented, represented and addressed, including public statements and DOT follow-up
Work closely with other organizations to establish customer experience history for escalated incidents
Root cause analysis as determined through a thorough investigation where appropriate suggestions to address failures are communicated
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 groups