Specialist - Social Care

About the position

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. And we're growing - in the years ahead, we'll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world? At United, we offer more than jobs, we build careers. Our HR team is passionate about growing our diverse, inclusive, and equitable workplace where everyone can thrive. We empower our team members to pursue unique career paths, promote a culture where all employees feel included and empowered to a make a measurable difference in our success, and value the achievements and advancement of our diverse workforce. Join our team and chart your own uniquely United career journey!

Responsibilities
? Acts as a trusted travel advisor/communicator to deliver customer engagement for online social messaging.
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? 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.
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? Strengthens social media communities by providing a helpful, effortless, and trusted support experience, while developing relationships to generate positive sentiment and long-lasting loyalty.
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? Manage and engage social media customer care conversations in real-time from start to completion/resolution on Facebook, Twitter, and Instagram.
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? Field questions and resolve concerns covering all stages of the travel journey.
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? Draft conversational and empathetic responses to customers resolving concerns covering all stages of the travel journey.
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? Develop a positive connection and foster trust with our customers and audiences.
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? Identify trends, influencers and potential crisis/adverse events and escalate when appropriate.
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? Research company, customer and flight information using various tools and resources.
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? Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations.

Requirements
? Bachelor's degree in Communications or relevant field of study.
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? 2+ years communications related experience.
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? Strong leadership capabilities including the ability to develop and motivate team members.
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? Ability to optimally communicate and collaborate with all levels within the organization.
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? Advanced copywriting and conversational communications skills.
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? High standard for quality and attention to detail.
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? Strong customer service approach.
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? Excellent interpersonal and problem-solving skills.
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? Keen ability to work independently and in a team setting.
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? Strong ownership mindset and resolve to follow-through.
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? Able to adapt to a fast-paced and constantly evolving environment.
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? Flexibility to work various shifts to support 24/7/365 operation (including overnight, weekend, holiday, and overtime hours).
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? Ability to work fully in-office.
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? Must be legally authorized to work in the United States for any employer without sponsorship.
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? Reliable, punctual attendance is an essential function of the position.

Nice-to-haves
? Airline or travel industry experience.
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? Professional writing experience.
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? Customer service experience.

Benefits
? Competitive benefits package aimed at keeping you happy, healthy and well-traveled.
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? Parental leave.
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? 401k benefits.
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? Privileges like space available travel.

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