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Posted Apr 18

Representative - Customer Care (Houston, Chicago OR Honolulu) - Work from Home a Portion of the Work Week

United Airlines Inc.
United States of America Full Time

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Customer Contact Center



*This position is offered in Houston, TX; Chicago, IL; and Honolulu, HI.



The Customer Contact Center is the go-to contact for customers who have questions about their travel, their MileagePlus accounts and more. This department also helps customers book and manage reservations.



Job overview and responsibilities



*This position is offered in Houston, TX; Chicago, IL; and Honolulu, HI.



This role will be responsible for researching and resolving more complex or escalated customer complaints regarding United or alliance partner products and services. Cases handled will typically involve responses on behalf of United's executive offices, Elite members and complex escalations. This Specialist will achieve objectives by researching root causes and owning customer responses.

  • Operations: Researches and partners with stakeholding departments to ensure escalated issues are sufficiently addressed and responded to. Ensures cases are properly documented, represented and addressed
  • Support: Provides SME and escalation support and guidance to front line Customer Care Agents and to external contact center groups
Required
  • College Degree or equivalent work experience
  • Minimum five years operational / contact center experience
  • Strong subject matter expertise / working knowledge of United’s Contract of Carriage, 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
  • Attendance required at work location; may become eligible to work from home a portion of the workweek
  • 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
Preferred
  • BA in English, Journalism or related
  • Foreign language skills
  • Contact center, Refunds, Baggage, airport, or Inflight experience

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