DescriptionStarting pay of $20.57 per hour with competitive benefits that let you see the world:Find your future at United! We’re reinventing what our industry looks like, and what an airline can be—from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000 + connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect with your team through employee-led Business Resource Groups.Create what’s next with us. Let’s define tomorrow together.We offer competitive benefits: medical, dental, vision, life, accident & disability, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges. Benefits are subject to a collective bargaining agreement. Seniority-based pay raises with additional compensation for shift differential and overtime.Caring 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:
Handle incoming phone calls that include booking itineraries and answering inquiries from customers; resolve complex customer issues
Taking calls in a fast-paced call center environment
Efficiently handle requests; assist all customers including those with disabilities using United guidelines
Apply customer service and sales techniques to effectively address customer needs while using empathy to resolve customer issues
Maintain statistical excellence in all areas to support productivity goals
Consistently deliver a standard-setting product to our customers and deliver an excellent customer service experience
Maintain an ergonomically correct work area
Answer any other questions from passengers
Use training resources and materials to resolve customer issues
100 % Onsite at our Customer Contact Center in North Houston, TX
QualificationsWhat's needed to succeed (minimum requirements)
High School Diploma or equivalent experience
Proficient in English (written and spoken)
Proficient in Japanese (written and spoken)
Computer literacy, including being able to keyboard with accuracy, learn airline-specific reservation/ticketing software and resolve problems via the computer
At least one year experience in sales, customer contact, call center, customer service or other related work is preferred
Be able to work any shift within a 24-hour/day, 7-day/week operation, which can include late nights, early hours, weekends and holidays
Ability to sit and work at a computer for extended periods of time while communicating with customers
Must be legally authorized to work in the US for any employer without sponsorship
Successful completion of interview required to meet job qualifications
Reliable, punctual attendance is a crucial function of the position
Must agree to follow all established United policies including those found within the Working Together Guidelines, Reservations Handbook, Drug and Alcohol Policy, and other applicable United policies and rules
Able to pass a 10-year security background check
What will help you propel from the pack (Preferred Qualifications):
2+ Years of Contact Center and Call Center experience
2+ Years of Customer Service Experience
Experience in a fast-paced work environment
Airport Experience (operations, customer service, baggage, customer solutions)
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. 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 [email protected] to request accommodation.