Specialist - Social Care (Hybrid)

Description

There’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?

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, guideless and processes to help meet the challenge and make the situation right for the customer and United.

Key Responsibilities

• Acts as a trusted travel advisor/communicator to deliver customer engagement for online social messaging and Demonstrates United's shared purpose & values, and is the brand voice on all social media channels, fielding questions and resolving issues from customer in real-time
• As an active representative of United, this role strengthens social media communities by providing a helpful, effortless and trusted support experience, while developing relationships to generate positive sentiment and long-lasting loyalty
• This is an operational role and works closely with our NOC partners
• Manage and engage social media customer care conversations in real-time from start to completion/resolution on Facebook, Twitter, and Instagram
• Field questions and resolve concerns covering all stages of the travel journey
• Draft conversational and empathetic responses to customers resolving concerns covering all stages of the travel journey
• Develop a positive connection and foster trust with our customers and audiences
• Identify trends, influencers and potential crisis/adverse events and escalate when appropriate
• Research company, customer and flight information using various tools and resources
• Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations
  
  

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor’s degree in communications or relevant field of study
• 2+ years communications related 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 mentality
• 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)
• Reliable, punctual attendance is an essential function of the position
• Must be legally authorized to work in the United States for any employer without sponsorship
• Reliable, punctual attendance is an essential function of the position
  
  

What will help you propel from the pack (Preferred Qualifications):

• Airline or travel industry experience
• Professional writing experience
• Customer service experience
  
  

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT OPB00000544