Specialist, Customer Communication

Job Overview and Responsibilities

As a Specialist, Customer Communication at United Airlines, you will serve as a trusted travel advisor, providing precise flight information to customers across various digital channels including text, email, the United application, and united.com. You will manage a diverse range of communication requests essential for supporting our operations and internal teams.

Your responsibilities will include:

• Acting as a trusted travel advisor/communicator to provide accurate flight information to customers via text, email, the United application and united.com website.
• Managing day-to-day wide range of communication requests that support our operation and teams across the company by utilizing operational tools like SHARES, Unimatic, Volare to determine root cause of a delay.
• Crafting operational communications such as travel waivers and operational advisories.
• Actively monitoring flights for in-the-moment delay, cancellation, and operational impact messaging.
• Preparing in-the-moment ad hoc and proactive messaging, when requested.
• Working collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), and Airport Operations, using operational tools to determine flight delays and craft tailored messages for customers and employees.

Qualifications

To succeed in this role, you will need a combination of education, experience, and key skills.

Minimum Qualifications:

• Bachelor's degree or 4 years of relevant work experience in Communications or a related field of study.
• 2+ years of communications-related experience.
• Airline or travel industry experience.
• Strong leadership capabilities, including the ability to develop and motivate team members.
• Ability to effectively communicate and collaborate with all levels within the organization.
• Advanced copywriting and conversational communications skills.
• High standard for quality and attention to detail.
• Strong customer service mindset.
• Excellent interpersonal and problem-solving skills.
• Keen ability to work independently and in a team setting.
• Strong ownership mindset and resolve to follow-through.
• Ability to adapt to a fast-paced and rapidly changing environment.
• Flexibility to work various shifts to support a 24/7/365 operation (including overnight, weekend, holiday, and overtime hours).
• Ability to work both in-office and remotely, based on scheduling and operational needs.
• 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 Qualifications:

• Professional writing experience.
• Customer service experience.

Compensation and Benefits

The base pay range for the Specialist, Customer Communication role is $66,500.00 to $86,616.00, 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 competitive benefits including medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter benefits, paid holidays, paid time off, 401(k), and highly valued flight privileges.

Key skills/competency

• Customer Communication
• Operational Messaging
• Flight Information Dissemination
• Copywriting
• Problem-Solving
• Cross-functional Collaboration
• Customer Service
• Airline Operations
• Digital Communication
• Attention to Detail