Specialist - Global Customer Solutions (Remote)

United Airlines • Arlington Heights, IL

2d • Remote

About The Position

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.
Researches and partners with stake holding departments to ensure high-profile issues are sufficiently addressed and responded to
Ensures cases are properly documented, represented and addressed, including public statements, DOT follow-up, small claims court appearances on behalf of United
Root cause analysis as determined through a thorough investigation where appropriate suggestions to address failures are communicated
Work closely with other organizations to establish customer experience history for escalated incidents
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

Requirements

• Bachelor’s degree or equivalent work experience
• 1+ years operational / contact center experience
• Superior written communication skills; strong verbal skills
• Ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customers
• Ability to maintain confidentiality
• Ability both to work independently and also collaboratively in a team environment
• Demonstrated problem-solving ability, initiative, and superior decision-making skills
• Excellent verbal and written communication skills including and the ability to translate customer interaction at the executive level
• Ease in working in fast paced, dynamic, and deadline driven environment
• Proven analytical skills and superior attention to detail
• Ability to prioritize work and effectively manage time
• Ability to effectively work with employees at all levels of the organization
• Knowledge of email applications (e.g., Outlook) and general knowledge of Microsoft Office products and applications (e.g., Word, Excel, Power Point)
• 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

• BA in English, Journalism or related
• Foreign language skills
• EZR/SHARES proficiency
• Strong subject matter expertise/working knowledge of United's policies, procedures, and initiatives
• Airline industry experience

Responsibilities

• Researching and resolving high-profile customer complaints
• Partnering with stake holding departments to ensure high-profile issues are sufficiently addressed and responded to
• Ensuring cases are properly documented, represented and addressed, including public statements, DOT follow-up, small claims court appearances on behalf of United
• Root cause analysis as determined through a thorough investigation where appropriate suggestions to address failures are communicated
• Working closely with other organizations to establish customer experience history for escalated incidents
• Leadership updates and executive level communications to advise of incident handling and resolution
• Proactively identifying opportunities to improve customer resolution
• Providing SME and escalation support/guidance to other team members in Customer Solutions and Recovery as well as external contact center groups

Benefits

• medical
• dental
• vision
• life
• accident & disability
• parental leave
• employee assistance program
• commuter
• paid holidays
• paid time off
• 401(k)
• flight privileges

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level