Specialist - Customer Communication

Title: Specialist - Customer Communication (Hybrid)

Location: Arlington Heights, IL United States

 

Customer Service Delivery / Customer Service Solutions

Job TypeFull-Time

Job Description:

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

Acts as a trusted travel advisor/communicator to provide accurate flight information to customers via text, email, the United application and united.com website.

• Manage day-to-day wide range of communication requests that support our operation and teams across the company by utilizing operational tools like SHARES, Unimatic, Volare to determine root cause of a delay
• Also responsible for crafting operational communication like travel waivers and operational advisories
• Actively monitor flights for in-the-moment delay, cancellation, and operational impact messaging
• Prepare in-the-moment ad hoc and proactive messaging, when requested
• Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations using operational tools to determine flight delays to craft a tailored message for our customers and employees

Qualifications

What's needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years of relevant work experience in Communications or relevant field of study
• 2+ years communications related experience
• Airline or travel industry experience
• Strong leadership capabilities including the ability to develop and motivate team members
• Ability to effectively communicate and collaborate with all levels within the organization
• Advanced copywriting and conversational communications skills
• High standard for quality and attention to detail
• Strong customer service mindset
• Excellent interpersonal and problem-solving skills
• Keen ability to work independently and in a team setting
• Strong ownership mindset and resolve to follow-through
• Able to adapt to a fast-paced and rapidly changing environment
• Flexibility to work various shifts to support 24/7/365 operation (including overnight, weekend, holiday, and overtime hours)
• Ability to work both in-office and remotely, based on scheduling and operational needs
• 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):

• Professional writing experience
• Customer service 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. 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.