Specialist - Global Customer Solutions

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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
• Support: 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):

• 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