Remote Customer Experience & Escalations Specialist

United; United States; Remote; USD 57,700 - 87,560; Full time

Benefits offered by this job

Competitive salary

Bonus eligibility

Comprehensive benefits package

Parental leave

Commuter benefits

Paid holidays

401(k) plan

Job summary

United Airlines is seeking candidates for a customer-focused position, embracing remote work with flexible hours. The role demands strong communication skills and two years of experience in operational or contact centers. Responsibilities include addressing customer issues and providing leadership updates.

Benefits range from a competitive salary of $57,700 to $87,560, comprehensive insurance, and employee assistance programs. Join a dynamic and inclusive team at United Airlines, dedicated to excellence in customer service.

Qualifications

• Minimum two years of operational or contact center experience.
• Superior written and verbal communication skills.
• Ability to interact professionally with stakeholders at all levels.
• Strong problem-solving ability and decision-making skills.
• Proven analytical skills and attention to detail.
• Proficiency in email applications and Microsoft Office products.
• Legal authorization to work in the United States without sponsorship.
• Experience with highly complex cases and customer service escalations.

Responsibilities

• Research and partner with stakeholder departments to address high-profile customer issues.
• Ensure proper documentation and representation of cases.
• Conduct root cause analysis and provide suggestions for addressing failures.
• Collaborate with external organizations for customer experience history.
• Provide leadership updates on incident handling and resolution.
• Identify opportunities to improve customer resolution processes.
• Offer subject matter expertise to team members.

Skills

Operational or contact center experience

Written and verbal communication skills

Professional interaction with stakeholders

Problem-solving ability

Analytical skills

Proficiency in email applications and Microsoft Office

Experience with complex cases

Education

Bachelor degree in English, Journalism, or related field

Job description

United Airlines is seeking candidates for a customer-focused position, embracing remote work with flexible hours. The role demands strong communication skills and two years of experience in operational or contact centers. Responsibilities include addressing customer issues and providing leadership updates.

Benefits range from a competitive salary of $57,700 to $87,560, comprehensive insurance, and employee assistance programs. Join a dynamic and inclusive team at United Airlines, dedicated to excellence in customer service.