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 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. Researches and partners 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 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 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 1+ years operational / contact center experience Superior written communication skills; strong verbal skills 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 and the 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) and 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): BA in English, Journalism or related Foreign language skills EZR/SHARES proficiency Strong subject matter expertise/working knowledge of United's policies, procedures, and initiatives Airline industry experience The base pay range for this role is $66,500.00 to $86,616.00. The base salary range/hourly rate listed is dependent on job-related, 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.