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Description

The Customer Solutions and Recovery group is responsible for making sure that when a customer’s journey doesn’t go right, employees are given the in-the-moment tools, guideless and processes to help meet the challenge and make the situation right for the customer and United.

Job overview and responsibilities

This role will manage and execute the day to day assigning of crew rooms and transportation for Pilots and Flight Attendants that are primarily driven by unscheduled changes to flight schedules. These daily tasks will be accomplished mainly by Pilot/Flight Attendant CBA, FAR and FAA guidelines. This position will also require a high-level of customer service and collaboration with stakholders and vendors. A high-level of creative thinking will be required to solve in the moment operational issues and complexities.        

 

Monitor and complete daily operations of unassigned hotel and transportation requirements through the use of system alertsCorrect contractual violations of layover hotel assignments caused by irregular operations/reassignments to maintain on-time departures and meet financial objectivesWork closely with Onboard Crew Scheduling, Flight Operations Crew Scheduling, SOC and station operations to accommodate equipment substitutionsCoordinate and communicate crew change information to minimize flight delays or cancellationsKeep supervisors informed of pertinent operational information    Accomplish operational and financial objectives for on-time performance and hotel/transportation needs in a customer-focused manner while promoting quality of life for our crew while ensuring compliance with both the AFA and ALPA agreements when assigning hotel rooms and ground transportation    Support flight crews and suppliers to resolve questions specific to hotel or transportation issues that are not covered in the pairing informationMaintain the HOME system to ensure accuracy and record all aspects of hotel/transportation informationAssists with HOME automation testing, identify errors and propose solutions to appropriate personnel     Optimize daily and monthly hotel and transportation supplier inventories through reuse or cancellation of vacancies to ensure financial objectives are met including the gainsharing programInteract with both Pilot/Flight Attendant Crew Scheduling, and Charter Sales to develop optimum hotel/transportation assignments for extra lift, TDY, Flight Test Pilots, commercial and military chartersExecute the appropriate number of hotel bookings as needed to protect the operation during irregular/unplanned events at the lowest available rate at time of bookingProactively communicates potential sellout cities due to seasonality or special eventsMaintains appropriate telephone availability in order to meet proper customer service levels and performance against goals

This role works an in-office schedule 100% of the time at Arlington Heights NOC.

Qualifications

What’s needed to succeed (Minimum Qualifications):

Bachelors Degree or background in related airline operations or hotel front desk experience 1+ years of experienceProficient in Microsoft Office Suite (Word and Excel)Strong analytical and problem-solving skillsStrong communicator; verbal and writtenFlexibility to work various shifts to support 24/7/365 operation (including overnight, weekends, holidays, and overtime hours)Must be legally authorized to work in the United States for any employer without sponsorshipReliable and punctual attendance is an essential function of the positionSuccessful completion of interview required to meet job qualification
The base pay range for this role is $53,960.00 to $70,334.00.
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.