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Reservations Sales & Service Representative Full-time Job

5 months ago Marketing & Communication Chicago   181 views
Job Details

Keep United’s customers coming back for more

Would you love to help connect people to their destinations? Is planning travel a passion of yours? Do you have a positive attitude and ability to satisfy even the most demanding customer? If so, you might find your perfect job with the world’s leading airline. We’re looking for a full-time Reservations Sales & Service Representative to work in our Contact Center in Chicago.

As the first connection between United Airlines and our customers, you will need strong communication skills and the ability to learn our systems to provide the right answers. On any given call, you may be asked to provide flight schedule and rate information, determine the best routes and timing based on customer needs or answer any other questions from passengers.

Caring for our customers

  • You must have a can-do attitude and be able to solve problems efficiently and effectively
  • Caring happens regardless of whether a customer’s request is difficult or easy. There will be moments where you will be required to remain calm, positive and caring – even in challenging situations
  • You’ll be taking calls all day in a fast-paced call center environment. While our calls are varied, you must be able to sit and/or stand and work at a computer for extended periods of time
  • We offer a fun, relaxed and casual atmosphere where colleagues become friends and milestones are celebrated

Many routes to success

  • We’ll get you started with excellent training to learn our systems and gain the ability to respond to all passenger scenarios
  • You’ll also receive strong support from your lead and supervisor
  • If you have the ambition to advance, you can pursue administrative, lead or manager roles within our customer contact center. You may also consider moving into a customer service or baggage handler role at the airport

The ability to work any schedule is essential

  • You must be able to work any shift within a 24-hour/day, 7-day/week operation, which can include late nights, early hours, weekends and holidays
  • After you gain seniority, you’ll have more opportunity to work the shift you prefer by bidding for schedules
  • Voluntary overtime opportunities available depending upon operational needs
  • Mandatory overtime may be required based on operational needs
  • Punctuality and reliability are a must; we have flight schedules to meet and passengers to satisfy

The rewards for your contributions to our success

  • $14.59/hour, with yearly increases (as per the union contract)
  • An attractive compensation package
  • Great benefits, including several plan options
  • Flight privileges from day one: you and your family can fly just about anywhere in the world on stand-by
  • Time off: you’ll always have two days off in a row, have the option to trade on or off, and can earn vacation days based on length of service


A few additional requirements

  • Must have a high school diploma, GED or education equivalent
  • Must be at least 18 years of age
  • Microsoft office computer skills
  • Ability to efficiently switch between multiple computer programs and systems within the same call
  • Expertise in modern modes of communication, phone applications and usage of the internet
  • Outstanding customer service record
  • Must have excellent listening, communication skills and the ability to read, write and speak English fluently
  • Demonstration of strong desire to assist customer needs in complex situations and during irregular operations
  • Discernment to make sound decisions, using empowerment to make appropriate exceptions
  • Ability to handle high volume incoming calls and questions back to back
  • Ability to cross train to handle different desk responsibilities for varying complexity of questions
  • Ability to rebook customer quickly and efficiently solve problems in real time during urgent travel complications
  • Minimum 2-3 years in customer contact, high touch customer service contact or other related experience
  • Must be available to work any shift that is assigned to you within a 24 hour/day, 7 day/week operation which can include late nights, early hours, weekends and holidays; Employees may bid for schedules several times a year and schedules are awarded according to seniority; Must be available to work the entire shift you bid, which may be any time or day of the week
  • Requires you to sit and work at a computer taking one call after another for extended periods of time in a small cubicle area
  • Adherence to firm, pre-determined break periods; Other than scheduled break and lunch periods, you will be required to be at your work station performing applicable duties
  • You will perform structured functions, such as typing information into a computer and speaking on the phone
  • Reliable, punctual attendance is an essential function of the position
  • Must be legally authorized to work in the United States for any employer without sponsorship
  • Successful completion of interview required to meet job qualifications

A few additional preferred skills we are looking for

  • Strong keyboarding experience and rapid typing skills
  • Experience handling escalated customer concerns when the customer is not standing in front of you
  • Proven track record of dealing with customer service situations in a manner that makes the experience effortless for the customer
  • Call center experience

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Company Description
United Airlines, Inc. is a major American airline headquartered at Willis Tower in Chicago, Illinois. It is the third largest airline in the world, measured by fleet size and route network. United operates a large domestic and international route network, with an extensive presence in the Asia-Pacific region.