Experienced Customer Service Representative - Remote Work Opportunity with United Airlines, Delivering Exceptional Travel Experiences and Building Lasting Relationships with Clients

Introduction to United Airlines

At United Airlines, we are on a mission to become the best airline in the history of aviation, and we're excited to have you join us on this journey. Our shared purpose, "Connecting People, Uniting the World," goes beyond just transporting people from one place to another. It's about uplifting and providing opportunities in the communities where we work, live, and fly. As a global company operating in hundreds of locations around the world with millions of customers and tens of thousands of employees, we recognize the importance of having a diverse and inclusive workforce. We're growing rapidly, and in the years ahead, we'll be hiring tens of thousands of people across every area of the airline.

About Our Careers

Our careers at United Airlines come with a competitive benefits package designed to keep you happy, healthy, and well-traveled. From employee-run "Business Resource Group" teams to world-class benefits like parental leave, 401k, and privileges like space-available travel, United is a unique and exciting place to work. We care about our customers and strive to deliver the best service in the industry. To achieve this, we need a team of dedicated, customer-centric advocates who can help us make it happen. Our Customer Experience team is at the heart of this effort, providing incredible service and insights that help us run a more customer-centric and reliable airline.

Job Overview

This is a Chicago-based, hybrid role that will require you to work from our downtown office an average of two times per week. As a Customer Service Representative, you will play a critical role in delivering exceptional travel experiences and building lasting relationships with our clients. You will be responsible for managing multiple projects, analyzing and generating insights from data, collaborating with internal teams, and presenting findings to key stakeholders.

Key Responsibilities

• Effectively manage active projects, such as post-flight surveys and app surveys, to ensure that all engagements are delivered at or above team member expectations


• Analyze and generate insights from structured and unstructured data to inform business decisions


• Collaborate with internal teams to test feedback and insights, propose changes for implementation, and take action on those that deliver a positive, consistent, and seamless customer experience


• Schedule and maintain trending reports and indicators to key business stakeholders who are ultimately responsible for addressing business tasks


• Extract data from various sources for use in analysis and models, complete ad-hoc reporting and data analysis, and manage and collaborate with third-party analytics systems to ensure output closely aligns with strategic projects to enhance the customer experience

Qualifications

We value diverse experiences and perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the "desired" qualifications makes for a stronger candidate, we encourage candidates who may not check all the boxes to apply anyway. We're always looking for people who will bring something new to the table!

Minimum Qualifications

• Bachelor's degree


• At least four years of experience in an analytical position (analysis, data science, data visualization, or other applicable quantitative field)


• Expert knowledge in Microsoft Excel and PowerPoint


• Must have excellent analytical skills, including the ability to develop sound insights across multiple data sources


• Expertise with quantitative analysis tools and querying relational databases (SQL, SAS, R)


• Ability to prepare executive-level presentations


• Initiative, self-motivation, and a strong sense of urgency are essential


• Must be legally eligible to work in the United States for any employer without sponsorship


• Up to 10% travel required

Preferred Qualifications

• Master's degree


• Strong expertise in survey design and management


• Call recording and text analytic experience


• Experience with Tableau, Spotfire, or other visualization tools


• Machine learning or predictive forecasting experience

What We Offer

The hiring salary range for this position is $32 to $40 per hour. We offer a comprehensive benefits package, including parental leave, 401k, and privileges like space-available travel. Our company culture is built on a foundation of diversity, equity, and inclusion, and we're committed to creating a workplace where everyone feels welcome and valued.

Career Growth Opportunities

At United Airlines, we're committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including leadership development, mentorship, and tuition reimbursement. Our goal is to help you build a long-term career with us, and we're invested in your success.

Work Environment

Our downtown Chicago office is a vibrant and dynamic workspace, with a range of amenities and activities to support your well-being and productivity. We're a collaborative and supportive team, and we're always looking for ways to make our workplace more engaging and enjoyable.

Conclusion

If you're passionate about delivering exceptional customer experiences and building lasting relationships with clients, we want to hear from you. Apply now to join our team as a Customer Service Representative and take the first step towards a rewarding and challenging career with United Airlines. We can't wait to welcome you on board!

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