Specialist - Customer Communication (Hybrid)

United Airlines•Arlington Heights, IL

2d•Hybrid

About The Position

Acts as a trusted travel advisor/communicator to provide accurate flight information to customers via text, email, the United application and united.com website. Manage day-to-day wide range of communication requests that support our operation and teams across the company by utilizing operational tools like SHARES, Unimatic, Volare to determine root cause of a delay Also responsible for crafting operational communication like travel waivers and operational advisories Actively monitor flights for in-the-moment delay, cancellation, and operational impact messaging Prepare in-the-moment ad hoc and proactive messaging, when requested Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations using operational tools to determine flight delays to craft a tailored message for our customers and employees

Requirements

Bachelor's degree or 4 years of relevant work experience in Communications or relevant field of study
2+ years communications related experience
Airline or travel industry experience
Strong leadership capabilities including the ability to develop and motivate team members
Ability to effectively communicate and collaborate with all levels within the organization
Advanced copywriting and conversational communications skills
High standard for quality and attention to detail
Strong customer service mindset
Excellent interpersonal and problem-solving skills
Keen ability to work independently and in a team setting
Strong ownership mindset and resolve to follow-through
Able to adapt to a fast-paced and rapidly changing environment
Flexibility to work various shifts to support 24/7/365 operation (including overnight, weekend, holiday, and overtime hours)
Ability to work both in-office and remotely, based on scheduling and operational needs
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

Nice To Haves

Professional writing experience
Customer service experience

Responsibilities

Acts as a trusted travel advisor/communicator to provide accurate flight information to customers via text, email, the United application and united.com website.
Manage day-to-day wide range of communication requests that support our operation and teams across the company by utilizing operational tools like SHARES, Unimatic, Volare to determine root cause of a delay
Also responsible for crafting operational communication like travel waivers and operational advisories
Actively monitor flights for in-the-moment delay, cancellation, and operational impact messaging
Prepare in-the-moment ad hoc and proactive messaging, when requested
Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations using operational tools to determine flight delays to craft a tailored message for our customers and employees