Job Description
Acts as a trusted travel advisor/communicator, demonstrates United's shared purpose & values and is the brand voice for our social media team. This role is responsible for delivery of customer engagement for social media care.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Manage 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
Develop a positive connection and foster trust with our customers and audiences
Identify trends, influencers, potential ciris/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) and Airport Operations
Job Requirements
High school diploma or equivalent
2+ years communications related experience
Strong ownership mindset and resolve to follow-through
Ability to resolve customer service related issues
Advanced copywriting and conversational communications skills
Excellent interpersonal and problem-solving skills
Keen ability to work independently and in a team setting
High standard for quality and attention to detail
Ability to work both in-office and remotely, based on scheduling and operational needs
Flexibility to work various shifts to support 24/7/365 operation (including overnight, weekend, holiday and overtime hours)
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
Bachelor's Degree or 4 years of relevant work experience
Airline or travel industry experience
Above and below the wing Airport Operations experience
Professional writing experience
Customer service experience
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