Reservations Sales & Services Representative (Chicago)

Description

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Key Responsibilities:

• Handle incoming phone calls that include booking itineraries and answering inquiries from customers; resolve complex customer issues
• Taking calls in a fast-paced call center environment
• Efficiently handle requests; assist all customers including those with disabilities using United guidelines
• Apply customer service and sales techniques to effectively address customer needs while using empathy to resolve customer issues
• Maintain statistical excellence in all areas to support productivity goals
• Consistently deliver a standard-setting product to our customers and deliver an excellent customer service experience
• Maintain an ergonomically correct work area
• Answer any other questions from passengers
• Use training resources and materials to resolve customer issues
• 100 % Onsite at our Customer Contact Center in Des Plaines, IL (Near O'Hare Airport)
• $18.51/hour, with yearly increases (as per the union contract)

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What’s needed to succeed (Minimum Qualifications):

• High School Diploma or equivalent experience
• Proficient in English (written and spoken)
• Computer literacy, including being able to keyboard with accuracy, learn airline-specific reservation/ticketing software and resolve problems via the computer
• At least one year experience in sales, customer contact, call center, customer service or other related work
• Be able to work any shift within a 24-hour/day, 7-day/week operation, which can include late nights, early hours, weekends and holidays
• Ability to sit and work at a computer for extended periods of time while communicating with customers
• Must be legally authorized to work in the US for any employer without sponsorship
• Successful completion of interview required to meet job qualifications
• Reliable, punctual attendance is a crucial function of the position
• Must agree to follow all established United policies including those found within the Working Together Guidelines, Reservations Handbook, Drug and Alcohol Policy, and other applicable United policies and rules
• Able to pass a 10-year security background check

What will help you propel from the pack (Preferred Qualifications):

• 2 Years of Contact Center and Call Center experience
• 2 Years of Customer Service Experience
• Experience in a fast paced work environment
• Airport Experience (operations, customer service, baggage, customer solutions)

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. 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.