Specialist - Social Care

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.Come join us to create what’s next. Let’s define tomorrow, together.DescriptionJob overview and responsibilitiesActs as a trusted travel advisor/communicator to deliver customer engagement for online social messaging and demonstrates United's shared purpose & values, and is the brand voice on all social media channels, fielding questions and resolving issues from customer in real-time. As an active representative of United, this role strengthens social media communities by providing a helpful, effortless and trusted support experience, while developing relationships to generate positive sentiment and long-lasting loyalty.Manage and engage social media customer care conversations in real-time from start to completion/resolution on Facebook, Twitter, and Instagram Field questions and resolve concerns covering all stages of the travel journeyDraft conversational and empathetic responses to customers resolving concerns covering all stages of the travel journeyDevelop a positive connection and foster trust with our customers and audiences Identify trends, influencers and potential crisis/adverse events and escalate when appropriateResearch company, customer and flight information using various tools and resourcesWork collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport OperationsQualificationsWhat’s needed to succeed (Minimum Qualifications):Associate degree or 1+ years of relevant work experience in Communications or relevant field of study1+ years communications related experienceStrong 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 skillsHigh standard for quality and attention to detail Strong customer service mindset Excellent interpersonal and problem-solving skillsKeen ability to work independently and in a team settingStrong ownership mindset and resolve to follow-throughAble to adapt to a fast-paced and rapidly changing environmentFlexibility 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 needsMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the positionWhat will help you propel from the pack (Preferred Qualifications):Bachelor's degreeAirline or travel industry experienceProfessional writing experienceCustomer service experienceThe base pay range for this role is $61,465.00 to $80,110.00.The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact JobAccommodations@united.com