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DescriptionCaring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.
Key Responsibilities:A Baggage Representative Call Center (BRC) employee’s purpose is to help customers who have experienced a baggage issue (i.e. delayed, damaged, pilfered or an article left on board an aircraft) and file claims.
Employees are required to make proactive call backs to our customers, answer inbound calls/e-mails and follow-up on any concerns. They are empowered to make good business decisions, ensuring our customers have the best customer service experience.
- Answer inbound phone calls, request travel certificates, and request warehouse and left on board visuals
- Deliver strong customer service and make business decisions in line with the BRC policies
- Identify issues and engage in structured problem solving
- Pro-active callbacks to customers
- Consistently deliver a standard-setting product to our customers
- Maintain statistical excellence in all areas to support efficiency goals
- Be accountable for all scheduled telephone time to meet service level goals
- Adapt and respond to changing work situations and environments.
- Maintain an ergonomically correct work area
- This position starts at $19.07 /hour, with yearly increases (as per the union contract)
- This role is a part of the Passenger Service Employees Union Contract (IAM)
QualificationsWhat’s needed to succeed (Minimum Qualifications):
- High school diploma/GED or education equivalent
- At least 2 years of Customer Service experience
- Must be proficient in English (read, write and speak)
- Must have experience using computers, including MS Outlook and Office Communicator (Instant Messaging)
- Excellent written and verbal communication skills
- Excellent listening skills
- Must be flexible to work any shift within a 24-hour period including days, nights, weekends, and holidays
- Be able to attend a full-time (8 ½ hour) training class within a 24-hour period in the Reservations Office
- Must be 18 years of age or older
- 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 a crucial function of the position
- Must agree to follow all established United policies including but not limited to those found within the Working Together Guidelines, Reservations Handbook, Drug and Alcohol Policy, and other applicable United policies and rules
- Be able to pass a 10-year security background check
What will help you propel from the pack (Preferred Qualifications):
- Proficient in World Tracer
- Strong typing skills
- Bilingual- Spanish speaking
The starting rate for this role is $19.64.
This is also a bonus eligible position (i.e. profit sharing).
We offer competitive benefits: medical, dental, vision, life, accident & disability, employee assistance program, commuter, paid holidays, paid time off, 401(k), pension and flight privileges (subject to the respective collective bargaining agreement).
United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact JobAccommodationsunited.com","industry":"Industry