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United Airlines Associate - Social Media Engagement in Chicago, Illinois

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Contact Centers

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Job overview and responsibilities

This role is responsible for the 24/7/365 delivery of customer engagement and social care operations across United's global social media platforms.

The Social Media Engagement, Associate lives and breathes social media, acts as a trusted travel advisor/expert, 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.

  • Be United's voice on social media and other digital channels and exercise impeccable judgment as United's representative

  • Develop an emotional connection with our customers and audiences

  • Manage incoming social media customer care conversations (positive and negative) in a timely matter from start to completion/resolution

  • Proactively solve issues and foster trust with our customers/audiences

  • Research company and customer information using various tools and resources

  • Identify trends, influencers and potential crisis/adverse events and escalate when appropriate

  • Create a personalized, positive and effortless experience within United's communities

  • Cover the occasional overtime shift when offered or requested

  • Be a community advocate for United

    Required

  • Bachelor's Degree

  • Understanding and enthusiasm for social media with ability to quickly adapt to new channels

  • Captivating copywriting and conversational communications skills

  • Excellent interpersonal and problem solving skills

  • Fastidious attention to detail

  • Emotional intelligence in spades and experience dealing with people

  • Hustle and tireless work ethic

  • Keen ability to work independently and in a team

  • Outstanding leadership capabilities including ability to develop and motivate team members within growing team

  • Strong ownership mindset and resolve to follow-through

  • Willingness to work 2nd Shift/Evening Hours with 1-2 weekend days included in shift

  • Ability to resolve personnel and administrative issues

  • Flexibility to work various shifts to support 24/7/365 operation

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

  • Successful completion of interview required to meet job qualificationReliable, 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 qualification

  • Reliable, punctual attendance is an essential function of the position

Preferred

  • Bachelor's Degree in Communication or other relevant field of stud

  • Airline or Travel Industry experience

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

Division: 56 Contact Centers

Function: Professional Opportunities

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled

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