Job Description
Whether our customers are traveling for business or pleasure, you are the professional in the airport that creates caring connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and informative service to help resolve customer travel issues and make their journey memorable.
Caring for customers
It is vitally important that our Customer Service Representatives make every interaction a positive one.
Whether booking reservations or printing boarding passes, determining alternative flight options or rebooking a reservation, you must be calm, cool and collected.
To be successful, you’ll need patience, empathy, the ability to listen and a knack for making informed decisions in sometimes stressful situations.
Caring happens regardless of our customer’s disposition or travel challenges. There will be moments where you will be required to remain calm, positive, and caring even when our customers are not.
Many routes to success
Most new hires start as a Gate or Ticket Agent, helping passengers check in and board, as well as resolving any issues with travel that arise.
We provide paid training, including 1 week of orientation, 2.5 weeks in the classroom and 1.5 weeks on the job.
With experience, you can explore roles in gate services, ticketing, baggage services, international flights and United Club locations, as well as manager or supervisor roles.
You’ll also have the ability to transfer to other locations within our amazing network.
Benefits and Offers
Starting pay of $15.33 per hour with competitive benefits that let you see the world:
Up to $33.30 / hour: Seniority based pay raises with additional compensation for shift differential and overtime
Travel: Fly United for free – domestic and international – and bring your friends and family too!
Overtime + Flexibility: Opportunities for overtime and ability to trade shifts to work a flexible schedule.
Great Benefits: At United, we offer a competitive compensation package, with benefits including medical, dental, vision, life, accident and disability, employee assistance program, commuter, paid holidays, paid time off, 401(k) plan with employee and company contribution opportunities, pension, and flight privileges. Benefits are subject to a collective bargaining agreement.
Grow your career: Opportunity to learn and grow into leadership roles with over half of our leaders starting in the operation.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Interacting with customers in a kind and helpful manner is key to creating memorable experiences and building customer loyalty
Stepping up and anticipating customer needs while maintaining a strong sense of responsibility when we have inconvenienced a customer
Working each and every day with a safety mindset by ensuring we hold ourselves and each other to the highest standards
Navigating challenges by being steady yet adaptable. Maintaining composure and managing conflict and not taking customer frustration personally.
Working collaboratively with others, supporting your colleagues, and helping them be successful with new processes and technologies.
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