Baggage Services Representative

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?

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Key Responsibilities:

A Baggage Representative Call Center (BRC) employee’s purpose is to help customers who have experienced a baggage issue (i.e. delayed, damaged, pilfered or an article left on board an aircraft) and file claims.

Employees are required to make proactive call backs to our customers, answer inbound calls/e-mails and follow-up on any concerns. They are empowered to make good business decisions, ensuring our customers have the best customer service experience.

• Answer inbound phone calls, request travel certificates, and request warehouse and left on board visuals
• Deliver strong customer service and make business decisions in line with the BRC policies
• Identify issues and engage in structured problem solving
• Pro-active callbacks to customers
• Consistently deliver a standard-setting product to our customers
• Maintain statistical excellence in all areas to support efficiency goals
• Be accountable for all scheduled telephone time to meet service level goals
• Adapt and respond to changing work situations and environments.
• Maintain an ergonomically correct work area
• This position starts at $19.07 /hour, with yearly increases (as per the union contract) 
• This role is a part of the Passenger Service Employees Union Contract (IAM)

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

What’s needed to succeed (Minimum Qualifications):

• High school diploma/GED or education equivalent
• At least 2 years of Customer Service experience
• Must be proficient in English (read, write and speak)
• Must have experience using computers, including MS Outlook and Office Communicator (Instant Messaging)
• Excellent written and verbal communication skills
• Excellent listening skills
• Must be flexible to work any shift within a 24-hour period including days, nights, weekends, and holidays
• Be able to attend a full-time (8 ½ hour) training class within a 24-hour period in the Reservations Office
• Must be 18 years of age or older
• 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 a crucial function of the position
• Must agree to follow all established United policies including but not limited to those found within the Working Together Guidelines, Reservations Handbook, Drug and Alcohol Policy, and other applicable United policies and rules
• Be able to pass a 10-year security background check

What will help you propel from the pack (Preferred Qualifications):

• Proficient in BOLT and World Tracer
• Strong typing skills

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact *****************@united.com to request accommodation.