DescriptionThere’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?
At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen! From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.
Key Responsibilities:This position will provide day-to-day operational execution of customer recovery planning during irregular operations, and will be the focal-point position for solutions -based customer recovery efforts to provide a seamless experience during all aspects of customer and or flight disruption is critical to our overall customer experience and the efficiency in which we operate. Due to the inherent complexity of customer and flight disruptions including IRROPS, no one area of the company is passionate about the overall planning, measurement and operational coordination of this operating environment. As a result, we often treat customer and flight disruptions as an exception process as opposed to a core component of the operating environment.
- Customer-focused support for all stations involving customer and flight disruption such as diversions, extra sections, fuel stops and hold/no hold decisions
- Monitor flights for Oversales and weight restrictions
- Coordinate response with stations and document flights and hold seats out of inventory as necessary
- Proactive re-booking of customers during IRROPS
- Monitor Flight Monitoring Tool and VOLARE for each flight disruptions looking at downline connections, SSR (special service requests) and any connecting YPTA (young person traveling alone)
- Supervise and respond to messages
- Assist stations as needed with securing ground transportation, requesting hotels and providing meals to customers
- Review and build crew booking requests from crew scheduling and Ops Managers
- Complete all required company training on time
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!
QualificationsWhat’s needed to succeed (Minimum Qualifications):- Bachelors degree or equivalent work experience
- 3+ years of prior operational experience
- Strong written and verbal communication skills
- Ability to interact professionally with personnel at all levels of the organization, external business partners, team members and customers
- High standard for quality and attention to detail
- Strong customer service attitude
- Proven multi-tasking ability, problem-solving, initiative, and outstanding decision-making skills
- Keen ability to work independently and in a team setting
- 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)
- 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 a crucial function of the position
What will help you propel from the pack (Preferred Qualifications):- Operations, Customer Service Experience or Revenue Management experience
- Knowledge of Customer Service, Airport Operations
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 JobAccommodationsunited.com to request accommodation.
Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT