Specialist - Social Care

United Airlines•Arlington Heights, IL

9h•Hybrid

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 Job overview and responsibilities Acts as a trusted travel advisor/communicator to deliver customer engagement for online social messaging and demonstrates United's shared purpose & values, and is the brand voice on all social media channels, fielding questions and resolving issues from customer in real-time. As an active representative of United, this role strengthens social media communities by providing a helpful, effortless and trusted support experience, while developing relationships to generate positive sentiment and long-lasting loyalty. Manage and engage social media customer care conversations in real-time from start to completion/resolution on Facebook, Twitter, and Instagram Field questions and resolve concerns covering all stages of the travel journey Draft conversational and empathetic responses to customers resolving concerns covering all stages of the travel journey Develop a positive connection and foster trust with our customers and audiences Identify trends, influencers and potential crisis/adverse events and escalate when appropriate Research company, customer and flight information using various tools and resources Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations

Requirements

Associate degree or 1+ years of relevant work experience in Communications or relevant field of study
1+ years communications related 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

Bachelor's degree
Airline or travel industry experience
Professional writing experience
Customer service experience

Responsibilities

Manage and engage social media customer care conversations in real-time from start to completion/resolution on Facebook, Twitter, and Instagram
Field questions and resolve concerns covering all stages of the travel journey
Draft conversational and empathetic responses to customers resolving concerns covering all stages of the travel journey
Develop a positive connection and foster trust with our customers and audiences
Identify trends, influencers and potential crisis/adverse events and escalate when appropriate
Research company, customer and flight information using various tools and resources
Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations