What are the responsibilities and job description for the Specialist - Social Care position at United Airlines?
Description
Find your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000 connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.
Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.
Create what’s next with us. Let’s define tomorrow together.
Key Responsibilities :
The Specialist - Social Care acts as a trusted travel advisor / communicator to deliver customer engagement for online social messaging and demonstrates United's shared purpose & values and is the brand voice on all social media channels, fielding questions and resolving issues from customers in real-time. As an active representative of United, this role strengthens social media communities by providing a helpful, effortless and trusted support experience, while developing relationships to generate positive sentiment and long-lasting loyalty.
- Manage and engage social media customer care conversations in real-time from start to completion / resolution on Facebook, X, and Instagram.
- Field questions and resolve concerns covering all stages of the travel journey. Draft conversational and empathetic responses to customers resolving concerns covering all stages of the travel journey. Develop a positive connection and foster trust with our customers and audiences.
- Identify trends, influencers and potential crisis / adverse events and raise 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), Airport Operations, and Brand teams.
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) :
What will help you propel from the pack (Preferred Qualifications) :
