Experienced Global Customer Solutions Specialist – United Airlines (Remote) – US

At arenaflex, we're committed to connecting people and uniting the world through exceptional customer service and innovative solutions. As a leading global airline, arenaflex serves millions of customers worldwide, fostering a diverse and inclusive workforce that thrives on collaboration and creativity.

Job Summary:

As a Specialist in Global Customer Solutions at arenaflex, you'll play a pivotal role in addressing high-profile customer issues, collaborating with various departments, and identifying opportunities for enhancing customer experience. With a strong focus on problem-solving, communication, and leadership, you'll be an integral part of our team dedicated to excellence in customer service and innovation in the aviation industry.

Key Responsibilities:

• Research and partner with stake-holding departments to address high-profile customer issues, ensuring prompt and effective resolution.

• Ensure proper documentation and representation of cases, including public statements and follow-up actions, to maintain transparency and accountability.
• Conduct root cause analysis and provide suggestions for addressing failures, driving continuous improvement and process optimization.
• Collaborate with external organizations to establish customer experience history for escalated incidents, fostering a deeper understanding of customer needs and preferences.
• Provide leadership updates and executive-level communications on incident handling and resolution, ensuring seamless communication across departments.
• Proactively identify opportunities to improve customer resolution processes, driving innovation and excellence in customer service.
• Offer subject matter expertise and escalation support to team members and external contact center groups, promoting knowledge sharing and collaboration.

Required Skills and Qualifications:

• Minimum two years of operational or contact center experience, with a proven track record of resolving complex customer issues.

• Superior written and verbal communication skills, with the ability to interact professionally with stakeholders at all levels.
• Strong problem-solving ability and decision-making skills, with a focus on analytical thinking and attention to detail.
• Proven analytical skills, with the ability to collect and analyze data to inform decision-making.
• Proficiency in email applications and Microsoft Office products, with experience in data analysis and reporting.
• Legal authorization to work in the United States without sponsorship, ensuring compliance with relevant regulations and laws.
• Experience with highly complex cases and customer service escalations, with a focus on de-escalation techniques and conflict resolution.

Preferred Qualifications:

• Bachelor degree in English, Journalism, or related field, with a focus on communication, writing, or public relations.

• Foreign language proficiency, with experience in communicating with customers in multiple languages.
• Knowledge of arenaflex policies, procedures, and initiatives, with a focus on customer service and operational excellence.
• Experience in the airline industry, with a deep understanding of customer needs and preferences.

Working Hours:

This is a remote position with flexible working hours to accommodate a dynamic and deadline-driven environment. As a remote employee, you'll have the flexibility to work from anywhere, while still being connected to our team and committed to delivering exceptional customer service.

Benefits:

• Competitive salary ranging from $57,700 to $87,560, based on experience and skills, with opportunities for growth and advancement.

• Bonus eligibility, with a focus on recognizing and rewarding exceptional performance.
• Comprehensive benefits package including medical, dental, vision, life, accident, and disability insurance, ensuring your well-being and financial security.
• Parental leave and employee assistance program, supporting your personal and professional growth.
• Commuter benefits and flight privileges, with opportunities to explore new destinations and experiences.
• Paid holidays and time off, with a focus on work-life balance and relaxation.
• 401(k) plan with employee and company contribution opportunities, ensuring your financial future.

Why Join arenaflex:

At arenaflex, you'll be part of a dynamic team dedicated to excellence in customer service and innovation in the aviation industry. With a commitment to diversity, inclusion, and employee well-being, we offer a supportive and rewarding work environment where you can make a difference. Join our team and be part of a global community that's passionate about connecting people and uniting the world.

How to Apply:

Interested candidates should submit their resumes and cover letters through the arenaflex careers website. We value diverse experiences and encourage all qualified individuals to apply. arenaflex is an equal opportunity employer, fostering an inclusive workplace that celebrates diversity and embraces individuals from all backgrounds. Apply to this job Apply To this Job Apply for this job