Supervisor - Customer Care
Company: United Airlines
Location: Houston , TX
Category: Management, Customer Service, Administrative / Clerical, Airport
Job Type: Full Time
Posted: 12/11/2018
JOB DESCRIPTION:

The Customer Contact Center is the go-to contact for customers who have questions about their travel, their MileagePlus accounts and more. This department also helps customers book and manage reservations.

 

Job overview and responsibilities

 

Individuals in this role provide leadership and administrative oversight for a team of Customer Care Specialists, IAM Representatives or Administrative employees who resolve and respond to customer service issues received via phone, email, mail, fax, social media avenues or via executives throughout the company. Through effective coaching, goal-setting, and facilitating a collaborative, team-based environment, Supervisors ensure that service levels, productivity, and quality goals are achieved. They will contribute to departmental planning, liaise with external personnel, execute departmental and corporate initiatives, and provide the tactical direction required to successfully manage day-to-day operations.

 

  • Leadership: Directs team, ensuring responses satisfactorily address customer concerns, in a manner consistent with audit and regulatory requirements (including DOT, EU, and CTA mandates)
  • Provides clear expectations, training and guidance
  • Operations: Monitors team performance to ensure volumes and staffing ratios are properly allocated, compensation volumes are within an appropriate range, and stakeholding departments are involved when external support is required
  • Strategic planning for Customer Care, including subject matter reinforcement, support for new regulations and corporate directives, proactive reporting of trends related to regulatory/legal/flight incident cases, and setting department goals
  • Manages brick and mortar agents, as well as those working remote
JOB REQUIREMENTS:
  • High school diploma, GED or education equivalent
  • College degree or equivalent work experience
  • Microsoft Office
  • Excellent verbal and written communication skills
  • Ability to interface with a broad range of internal personnel, external business partners, and customers
  • Strong knowledge of policies and procedures and Contract of Carriage
  • Ability to prioritize and manage multiple commitments and large teams
  • Motivational leadership, team-building, and coaching skills
  • Analytical and problem-solving skills
  • Three years of previous supervisory and operational experience
  • Must be able to work a flexible work schedule in response to operational need including varying hours and rotating weekends
  • Attendance at work location
  • Some travel (5% or less)
  • 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 with a preference in Communications or Psychology
  • SHARES/EZR
  • ezCare and KANA familiarity/proficiency
  • Foreign language skills
  • Customer Care, Contact Center, Refunds, Baggage, Inflight, or airport experience
  • An understanding of the total customer journey/experience within the airline industry or other service-related industries
ADDRESS:

Houston, TX
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