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Description
Job overview and responsibilities
This position will provide day-to-day operational execution of customer recovery planning during irregular operations, and will be the focal-point position for solutions -based customer recovery efforts to provide provide a seamless experience during all aspects of customer and or flight disruption is critical to our overall customer experience and the efficiency in which we operate. Due to the inherent complexity of customer and flight disruptions including IRROPS, no one area of the company is focused on the overall planning, measurement and operational coordination of this operating environment. As a result, we often treat customer and flight disruptions as an exception process as opposed to a core component of the operating environment.
Customer-focused support for all stations involving customer and flight disruption such as diversions, extra sections, fuel stops and hold/no hold decisions Monitor flights for Oversales and weight restrictionsCoordinate response with stations and document flights and hold seats out of inventory as necessaryProactive re-booking of customers during IRROPS Monitor Flight Monitoring Tool and VOLARE for each flight disruptions looking at downline connections, SSR (special service requests) and any connecting YPTA (young person traveling alone) Monitor and respond to messagesAssist stations as needed with securing ground transportation, requesting hotels and providing meals to customers Review and build crew booking requests from crew scheduling and Ops Managers Complete all required company training on time QualificationsWhat’s needed to succeed (Minimum Qualifications):Bachelor's degree or equivalent work experience1+ years of prior operational experienceStrong written and verbal communication skills Ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customersHigh standard for quality and attention to detail Strong customer service mindset Demonstrated multi-tasking ability, problem-solving, initiative, and superior decision-making skills Keen ability to work independently and in a team settingAble to adapt to a fast-paced and rapidly changing environmentFlexibility 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 sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):
Operations, Customer Service Experience or Revenue Management experience Customer Service, Airport Operations
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.