Description
There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?
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The Customer Solutions and Recovery group is responsible for making sure that when a customer’s journey doesn’t go right, employees are given the in-the-moment tools, guideless and processes to help meet the challenge and make the situation right for the customer and United.
Key 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
United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!
Qualifications
What’s needed to succeed (Minimum Qualifications):
- Bachelor's degree or 4 years of relevant work experience (Communications or relevant field of study)
- 2+ 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 mentality
- 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 constantly evolving 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
What will help you propel from the pack (Preferred Qualifications):
- Airline or travel industry experience
- Professional writing experience
- Customer service experience
United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.
Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT
