Specialist - Global Customer Solutions (Remote)

Company: Hispanic Alliance for Career Enhancement
Location: Chicago
Posted on: May 29, 2025

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

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 to
• Ensures 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 communicated
• Work closely with other organizations to establish customer experience history for escalated incidents
• Leadership updates and executive level communications to advise of incident handling and resolution
• Proactively identifies opportunities to improve customer resolution
• Support: Provides SME and escalation support/guidance to other team members in Customer Solutions and Recovery as well as external contact center groups
  
  Qualifications
  
  What's needed to succeed (Minimum Qualifications):
  
  
  • Bachelor's degree or equivalent work experience
  • 2-4 years operational / contact center experience
  • Strong subject matter expertise / working knowledge of United's policies, procedures, and initiatives
  • Superior written communication skills; strong verbal skills.
  • EZR/SHARES proficiency
  • Ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customers
  • Ability to maintain confidentiality
  • Ability both to work independently and also collaboratively in a team environment
  • Demonstrated problem-solving ability, initiative, and superior decision-making skills
  • Excellent 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 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):
    
    
    • English, Journalism or related
    • Contact center, Refunds, Baggage, airport, or Inflight experience.
    • Foreign language skills
      
      The base pay range for this role is $64,885.00 to $88,440.00.
      
      The base salary range/hourly rate listed is dependent on job-related, non-discriminatory 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. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.
      
      We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation. OPB00000696
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Keywords: Hispanic Alliance for Career Enhancement, Mishawaka , Specialist - Global Customer Solutions (Remote), Other , Chicago, Indiana