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. Our careers include competitive benefits package aimed at keeping you happy, healthy and well-traveled. From world-class benefits like 401k and space available travel privileges, United is truly a one-of-a-kind place to work. Are you ready to travel the world?
Airport Operations Support Desk
The AO Support Desk is the go-to contact for agents in the field who have questions or need help in assisting customers with their travel.
Job Overview And Responsibilities
- Handle incoming phone calls from airport field agents
- Provide support for domestic and international locations
- Provide expedited eTicket and other SHARES transactions for field agents
- Provide clarification on United policy and procedure
- Provide assistance with navigating various user applications
- Monitor and respond to emails in a timely and efficient manner
- Complete Federal Air Marshall (FAM) travel
- Provide assistance with Customs Border Patrol (CBP) documentation and offload request
- Perform manual ACI (automated check in) functions: answer calls from/to stations, fleet hard block flights, process ACI re-accommodations for all equipment swaps, and block inoperative seats
- Assist with calculating Denied Boarding Compensation
Qualifications
Qualifications - External
Required
- High School Diploma/GED equivalent
- Airport experience
- Fluent (speak, read, write, and comprehend) in English
- Proven experience using SHARES, computers, including MS Outlook and Office Communicator (Instant Messaging)
- Customer service experience
- Proficient navigating through the internet
- Excellent written and verbal communication skills
- Excellent customer service and service recovery skills
- Excellent listening skills
- Must be flexible to work any shift within a 24-hour period including days, nights, weekends, and holidays
- Must be able to attend a full-time 2- week (8 ½ hour) training class within a 24-hour period in the Reservations Office, Monday-Friday
- Must be available to work the entire shift bid. Employees may bid for schedules several times a year and schedules are awarded according to seniority
- Must be able to sit and work at a computer for extended periods of time in a small cubicle area
- You will perform structured functions, such as typing information into a computer and speaking on the phone to customers, repeatedly throughout your shift
- Adherence to firm, pre-determined break periods
- Other than scheduled break and lunch periods, you will be required to be at your work station performing applicable duties
- Must agree to follow all established United policies including those found within the Working Together Guidelines, Drug and Alcohol Policy, and other applicable United policies and rules
- 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
Preferred
2+ years of Airport Customer Service Experience
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 (mailto:JobAccommodations@united.com) to request accommodation.
NHC