Specialist - Social Care

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Description

Job overview and responsibilities

Acts as a trusted travel advisor/communicator to deliver customer engagement for online social messaging and demonstrates United's shared purpose & values, and is the brand voice on all social media channels, fielding questions and resolving issues from customer in real-time. As an active representative of United, this role strengthens social media communities by providing a helpful, effortless and trusted support experience, while developing relationships to generate positive sentiment and long-lasting loyalty.

• Manage and engage social media customer care conversations in real-time from start to completion/resolution on Facebook, Twitter, and Instagram  
• Field questions and resolve concerns covering all stages of the travel journey
• Draft conversational and empathetic responses to customers resolving concerns covering all stages of the travel journey
• Develop a positive connection and foster trust with our customers and audiences 
• Identify trends, influencers and potential crisis/adverse events and escalate when appropriate
• Research company, customer and flight information using various tools and resources
• Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Associate degree or 1+ years of relevant work experience in Communications or relevant field of study
• 1+ years communications related experience
• Strong leadership capabilities including the ability to develop and motivate team members 
• Ability to effectively communicate and collaborate with all levels within the organization  
• Advanced copywriting and conversational communications skills
• High standard for quality and attention to detail 
• Strong customer service mindset 
• Excellent interpersonal and problem-solving skills
• Keen ability to work independently and in a team setting
• Strong ownership mindset and resolve to follow-through
• Able to adapt to a fast-paced and rapidly changing environment
• Flexibility to work various shifts to support 24/7/365 operation (including overnight, weekend, holiday, and overtime hours)
• Ability to work both in-office and remotely, based on scheduling and operational needs
• 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):

 

• Bachelor's degree
• Airline or travel industry experience
• Professional writing experience
• Customer service experience

 

The base pay range for this role is $61,465.00 to $80,110.00.
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.