Specialist - Global Customer Solutions (Remote)
Job title: Specialist - Global Customer Solutions (Remote) in USA at United Airlines
Company: United Airlines
Job description: 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, guidelines and processes to help meet the challenge and make the situation right for the customer and United.Job overview and responsibilitiesIndividuals 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.
- Operations: Researches and partner 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, and 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
- Bachelor’s degree or equivalent work experience
- 2-4 years operational / contact center experience
- Strong subject matter expertise / working knowledge of United’s policies, procedures, and initiatives
- Superior written communication skills; strong verbal skills.
- EZR/SHARES proficiency
- 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 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, ability to effectively work with employees at all levels of the organization, knowledge of email applications (e.g., Outlook)
- 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
- English, Journalism or related
- Contact center, Refunds, Baggage, airport, or Inflight experience.
- Foreign language skills