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 responsibilities

Individuals 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 toEnsures 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 communicatedWork closely with other organizations to establish customer experience history for escalated incidentsLeadership updates and executive level communications to advise of incident handling and resolutionProactively identifies opportunities to improve customer resolutionSupport: Provides SME and escalation support/guidance to other team members in Customer Solutions and Recovery as well as external contact center groups

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 responsibilities

Individuals 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 toEnsures 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 communicatedWork closely with other organizations to establish customer experience history for escalated incidentsLeadership updates and executive level communications to advise of incident handling and resolutionProactively identifies opportunities to improve customer resolutionSupport: Provides SME and escalation support/guidance to other team members in Customer Solutions and Recovery as well as external contact center groups

What’s needed to succeed (Minimum Qualifications):Bachelor’s degree or equivalent work experience2-4 years operational / contact center experienceStrong subject matter expertise / working knowledge of United’s policies, procedures, and initiativesSuperior written communication skills; strong verbal skills.EZR/SHARES proficiencyAbility to interact professionally with personnel at all levels of the organization, external business partners, team members, and customersAbility to maintain confidentialityAbility both to work independently and also collaboratively in a team environmentDemonstrated problem-solving ability, initiative, and superior decision-making skillsExcellent 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 sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the positionWhat will help you propel from the pack (Preferred Qualifications):English, Journalism or relatedContact center, Refunds, Baggage, airport, or Inflight experience.Foreign language skillsWhat’s needed to succeed (Minimum Qualifications):Bachelor’s degree or equivalent work experience2-4 years operational / contact center experienceStrong subject matter expertise / working knowledge of United’s policies, procedures, and initiativesSuperior written communication skills; strong verbal skills.EZR/SHARES proficiencyAbility to interact professionally with personnel at all levels of the organization, external business partners, team members, and customersAbility to maintain confidentialityAbility both to work independently and also collaboratively in a team environmentDemonstrated problem-solving ability, initiative, and superior decision-making skillsExcellent 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 sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the positionWhat will help you propel from the pack (Preferred Qualifications):English, Journalism or relatedContact center, Refunds, Baggage, airport, or Inflight experience.Foreign language skills