Specialist - Global Customer Solutions (Remote)

United Airlines; Chicago (IL); Remote; USD 67,000 - 87,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Flight privileges

401(k)

Job summary

United Airlines seeks a Specialist in Global Customer Solutions to research and resolve high-profile customer complaints across channels, including flight incidents, DOT cases, and disability-related matters. This remote-capable role supports United and alliance partner products and services with audit-driven processes.

Leverage extensive communication and analytical skills to document cases, perform root cause analysis, and partner with stakeholder departments while maintaining confidentiality

Qualifications

• 1+ years operational / contact center experience.
• Superior written and strong verbal communication.
• Ability to interact with all levels of the organization and external partners.
• Maintain confidentiality.
• Work independently and in a team.
• Problem-solving, initiative and decision-making.
• Ability to translate customer interactions at executive level.
• Fast-paced, deadline-driven environment.
• Analytical skills and attention to detail.
• Prioritize work and manage time.
• Reliable access to Wi-Fi.
• Authorized to work in the United States without sponsorship.
• Interview required.
• Punctual attendance is essential.

Responsibilities

• Researches and partners with stakeholding departments to address high-profile issues.
• Ensures cases are documented and communicated, including DOT follow-up and court appearances.
• Performs root cause analysis and communicates improvements.
• Coordinates with other organizations to establish customer history for escalated incidents.
• Provides leadership updates and executive level communications on incident handling.
• Identifies opportunities to improve customer resolution.
• Provides SME and escalation support to other teams.

Skills

Communication skills

Problem-solving

Operational / contact center

Confidentiality

Independent and collaborative work

Education

BA in English, Journalism or related field

Tools

Outlook

Microsoft Office (Word, Excel, PowerPoint)

Job description

Specialist - Global Customer Solutions (Remote)

Location Chicago, Illinois, United States

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

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
• Support: Provides SME and escalation support/guidance to other team members in Customer Solutions and Recovery as well as external contact center groups.

What’s needed to succeed (Minimum Qualifications):

• 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
• Reliable access to Wi-Fi
• 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

What will help you propel from the pack (Preferred Qualifications):

• BA in English, Journalism or related field
• Contact center, Refunds, Baggage, airport, or Inflight experience
• Foreign language skills
• EZR/SHARE proficiency or experience
• Airline industry experience

The base pay range for this role is $66,500.00 to $86,616.00.

The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact [e-mail]