Job description

Description
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Airport Operations Support Desk

The AO Support Desk is the go-to contact for agents in the field who have questions or need help in assisting customers with their travel.

Job overview and responsibilities
Handle incoming phone calls from airport field agents
Provide support for domestic and international locations
Provide expedited eTicket and other SHARES transactions for field agents
Provide clarification on United policy and procedure
Provide assistance with navigating various user applications
Monitor and respond to emails in a timely and efficient manner
Complete Federal Air Marshall (FAM) travel
Provide assistance with Customs Border Patrol (CBP) documentation and offload request
Perform manual ACI (automated check in) functions: answer calls from/to stations, fleet hard block flights, process ACI re-accommodations for all equipment swaps, and block inoperative seats
Assist with calculating Denied Boarding Compensation
Qualifications
Required
High School Diploma/GED equivalent
Airport experience
Fluent (speak, read, write, and comprehend) in English
Proven experience using SHARES, computers, including MS Outlook and Office Communicator (Instant Messaging)
Customer service experience
Proficient navigating through the internet
Excellent written and verbal communication skills
Excellent customer service and service recovery skills
Excellent listening skills
Must be flexible to work any shift within a 24-hour period including days, nights, weekends, and holidays
Must be able to attend a full-time 2- week (8 ½ hour) training class within a 24-hour period in the Reservations Office, Monday-Friday
Must be available to work the entire shift bid. Employees may bid for schedules several times a year and schedules are awarded according to seniority
Must be able to sit and work at a computer for extended periods of time in a small cubicle area
You will perform structured functions, such as typing information into a computer and speaking on the phone to customers, repeatedly throughout your shift
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
Must agree to follow all established United policies including those found within the Working Together Guidelines, Drug and Alcohol Policy, and other applicable United policies and rules
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

2+ years of Airport Customer Service Experience

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