United Airlines Hiring for Specialist – Customer Communication at Chicago, IL Full Time

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 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

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!