Specialist - Global Customer Solutions - Remote Customer Experience Expert

Join the United Airlines Team: Specialist - Global Customer Solutions (Remote) United Airlines is on an exciting journey to become the best airline in the history of aviation. With a shared purpose of "Connecting People, Uniting the World," we're not just transporting passengers from one place to another; we're also committed to uplifting and providing opportunities in the communities we serve. Our goal is to create a truly diverse and inclusive workforce that reflects the global nature of our business. As we grow and expand, we're looking for talented individuals like you to join our team. About United Airlines As a global company with operations in hundreds of locations around the world, United Airlines serves millions of customers and employs tens of thousands of people. We're dedicated to creating a workplace culture that values diversity, equity, and inclusion. Our benefits package is designed to keep you happy, healthy, and well-traveled, with perks like employee-run Business Resource Groups, parental leave, 401(k) matching, and space-available travel. Job Summary We're seeking a highly skilled and experienced Specialist - Global Customer Solutions to join our team remotely. As a Specialist, you will play a critical role in ensuring that high-profile customer issues are addressed and resolved efficiently. You'll work closely with various stakeholders to research, analyze, and resolve complex customer cases, while also providing expert guidance and support to other team members. Key Responsibilities Case Management: Research and partner with stake-holding departments to ensure high-profile issues are sufficiently addressed and responded to. Ensure cases are properly documented, represented, and addressed, including public statements, DOT follow-up, small claims court appearances on behalf of United. Root Cause Analysis: Conduct thorough investigations to identify root causes of customer issues and provide suggestions to address failures. Customer Experience History: Work closely with other organizations to establish customer experience history for escalated incidents. Leadership Updates: Provide regular updates and executive-level communications to advise of incident handling and resolution. Process Improvement: Proactively identify opportunities to improve customer resolution and provide expert guidance and support to other team members in Customer Solutions and Recovery. Collaboration: Work closely with external contact center groups and other stakeholders to ensure seamless customer experience. Requirements and Qualifications Minimum Qualifications: Operational/Contact Center Experience: Minimum two years of operational or contact center experience. Communication Skills: Superior written and verbal communication skills, with the ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customers. Problem-Solving and Analytical Skills: Demonstrated problem-solving ability, initiative, and superior decision-making skills. Technical Skills: Knowledge of email applications (e.g., Outlook) and general knowledge of Microsoft Office products and applications (e.g., Word, Excel, Power Point). Authorization to Work: Must be legally authorized to work in the United States for any employer without sponsorship. Attendance: Reliable, punctual attendance is an essential function of the position. Complex Cases: Experience with highly complex cases and customer service escalations. Preferred Qualifications: Bachelor's Degree: BA in English, Journalism, or a related field. Foreign Language Skills: Foreign language skills. EZR/SHARES Proficiency: EZR/SHARES proficiency. Airline Industry Experience: Strong subject matter expertise/working knowledge of United's policies, procedures, and initiatives. Airline Industry Experience: Experience working in the airline industry. What We Offer As a valued member of our team, you'll enjoy a competitive compensation package, including: Salary: $57,700 to $87,560, dependent on job-related, non-discriminatory factors such as experience, education, and skills. Bonus Eligibility: Yes, you're eligible for a bonus. Benefits: Medical, dental, vision, life, accident, and disability insurance, parental leave, employee assistance program, commuter benefits, paid holidays, paid time off, 401(k) plan with employee and company contribution opportunities, and flight privileges. Career Growth and Learning Benefits At United Airlines, we're committed to helping our employees grow and develop their skills. You'll have access to: Training and Development: Comprehensive training programs to help you succeed in your role. Mentorship: Opportunities to work with experienced professionals who can guide and mentor you. Career Advancement: Opportunities for career advancement and growth within the company. Work Environment and Company Culture Our company culture is built on a foundation of diversity, equity, and inclusion. We strive to create a workplace that's welcoming, inclusive, and respectful of all employees. As a remote worker, you'll have the flexibility to work from home and still be connected to our vibrant company culture. How to Apply If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to: Don't miss this opportunity to join our team and make a significant impact on our customers' experiences. Apply now and take the first step towards a rewarding new role! Apply for this job