Job Summary

At United Airlines, we pride ourselves on delivering exceptional service to our passengers, both in the skies and on the ground. As a Remote Customer Service Representative, you will play a key role in creating memorable and positive experiences for our customers by providing expert support, resolving issues, and answering inquiries. This role allows you to work from the comfort of your own home while representing one of the worlds leading airlines.

We are looking for passionate, customer-focused individuals who thrive in a dynamic and fast-paced environment. As part of our customer service team, you will assist passengers with booking inquiries, flight changes, travel policies, and troubleshooting issues, all while ensuring a high standard of service and satisfaction.

Key Responsibilities

• Customer Support: Answer inbound calls and assist customers with booking flights, changing or canceling reservations, answering inquiries, and resolving issues related to travel.
• Problem Resolution: Address and resolve customer complaints and issues efficiently while maintaining a calm, positive, and professional demeanor.
• Product Knowledge: Stay updated on all policies, services, and promotions offered by United Airlines to provide accurate and timely information to customers.
• Documentation & Reporting: Document customer interactions and provide detailed records of issues, resolutions, and feedback.
• Collaboration: Work closely with various departments to ensure seamless customer service and smooth travel experiences.
• Travel Assistance: Guide customers in understanding travel guidelines, including baggage policies, flight itineraries, and loyalty programs.
• Upsell Services: Promote and cross-sell additional services, such as upgraded seating or travel insurance, when applicable.

Required Skills and Qualifications

• Excellent Communication: Strong verbal and written communication skills with the ability to articulate information clearly and professionally.
• Customer-Focused: A genuine passion for customer service and problem-solving, with the ability to empathize and resolve complex issues in a fast-paced environment.
• Tech-Savvy: Comfortable using various software systems and technology to manage customer interactions (training on specific systems will be provided).
• Detail-Oriented: Ability to pay close attention to detail when handling customer requests, documentation, and ticketing.
• Multi-tasking: Skilled in managing multiple tasks simultaneously while maintaining high-quality service standards.
• Self-Motivated: Able to work independently in a remote environment with minimal supervision.
• Flexibility: Willingness to work flexible hours, including weekends, holidays, and potential overtime, as required.

Experience

• Customer Service Experience: A minimum of 1-2 years in a customer service or call center environment, preferably in the travel or hospitality industry.
• Airline Industry Knowledge: Previous experience with airline services or reservations systems is a plus but not required.
• Remote Work Experience: Experience working remotely or in a virtual environment is beneficial.

Working Hours

This is a full-time remote position with a flexible schedule. Hours will vary depending on operational needs, including the possibility of evening, weekend, and holiday shifts. You should be prepared for shifts that may range from 8 to 10 hours a day, with a rotating schedule.

Knowledge, Skills, and Abilities

• Technical Proficiency: Comfortable working with computers, web-based platforms, and call management systems.
• Cultural Sensitivity: Ability to work with a diverse customer base, understanding the needs of international and domestic travelers.
• Conflict Resolution: Skilled in managing customer complaints and de-escalating tense situations while maintaining professionalism.
• Time Management: Strong organizational skills and the ability to prioritize tasks effectively.
• Team Collaboration: Ability to collaborate with team members and departments across multiple time zones and locations.

Benefits

• Competitive Salary: United Airlines offers a competitive compensation package.
• Health and Wellness: Comprehensive medical, dental, and vision insurance plans.
• Retirement Plans: 401(k) plan with company matching.
• Paid Time Off: Generous paid vacation days, sick leave, and holiday pay.
• Travel Perks: Enjoy travel privileges with United Airlines and partner airlines.
• Professional Development: Ongoing training and development opportunities to help you grow within the company.
• Employee Assistance Programs: Support for mental health, well-being, and life balance.

Why Join United Airlines?

United Airlines is committed to making travel more accessible, sustainable, and inclusive for people all over the world. Joining our team means becoming part of a diverse and dedicated workforce, where you can make an impact while working from anywhere. We support innovation, encourage growth, and believe that every employee plays an integral role in our success.

As a Remote Customer Service Representative, you will have the opportunity to contribute to shaping customer experiences and be part of an iconic brand known for its commitment to excellence.

How to Apply

To apply for this position, please visit our career page at United Airlines Careers and submit your resume along with a cover letter detailing your relevant experience and why you are interested in the role.

United Airlines is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.