Specialist - Customer Communication (Hybrid)

About the position Acts as a trusted travel advisor/communicator to provide accurate flight information to customers via text, email, the United application and united.com website. Manage 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 Also responsible for crafting operational communication like travel waivers and operational advisories Actively monitor flights for in-the-moment delay, cancellation, and operational impact messaging Prepare in-the-moment ad hoc and proactive messaging, when requested Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations using operational tools to determine flight delays to craft a tailored message for our customers and employees Responsibilities • Acts as a trusted travel advisor/communicator to provide accurate flight information to customers via text, email, the United application and united.com website. • Manage 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 • Also responsible for crafting operational communication like travel waivers and operational advisories • Actively monitor flights for in-the-moment delay, cancellation, and operational impact messaging • Prepare in-the-moment ad hoc and proactive messaging, when requested • Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations using operational tools to determine flight delays to craft a tailored message for our customers and employees Requirements • Bachelor's degree or 4 years of relevant work experience in Communications or relevant field of study • 2+ years 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 • Able to adapt to a fast-paced and rapidly changing environment • Flexibility to work various shifts to support 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 Nice-to-haves • Professional writing experience • Customer service experience Benefits • medical • dental • vision • life • accident & disability • parental leave • employee assistance program • commuter • paid holidays • paid time off • 401(k) • flight privileges Apply tot his job Apply To this Job