Description

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?

Key Responsibilities:

This position is responsible for day-to-day monitoring / moderating of Social Media’s 24 / 7 customer response operation. The position coaches and develops team to achieve all performance goals including quality, tone of voice, average handling and response times and efficiency. The resource for resolving customer service and operational irregularities brought to the social media platform.

• Provide customer support by active management of standard escalations, advanced solution and IRROPS support

• Manage team coordination and facilitating opportunities to build relationships with other groups that support the overall United customer experience

• Handle high profile issues, and identify brand building opportunities

• Aggregate and analyze social engagement platform data, provide predictive/proactive social data activations

• Perform quality checks for social proficiency and appropriate response in context

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!

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or equivalent experience

• 3+ years of communications / social media experience

• Understand the importance of the social media space with the ability to quickly adapt to new channels

• Strong verbal and written / conversational communications skills

• Outstanding leadership capabilities including ability to develop and empower team members

• Excellent interpersonal and problem-solving skills

• Ability to effectively communicate with all levels within the organization

• Outstanding attention to detail

• Ability to resolve personnel and administrative issues

• Shift work based on 24/7/365 operation

• Must be legally authorized to work in the United States for any employer without sponsorship

• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• Master's degree or equivalent experience

• Degree in Communications / PR, Marketing or New Media

• Operations, Reservations, Airport and/or Customer Care experience

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 JobAccommodations@united.com to request accommodation.

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT