What Does a United Airlines Customer Service Representative Do?

United Airlines is a major American airline that operates flights to destinations around the world. The company is committed to providing customers with a safe, reliable, and enjoyable travel experience.

A Customer Service Representative at United Airlines is responsible for providing excellent customer service to passengers. This includes assisting passengers with check-in, ticketing, baggage, and other travel-related inquiries. They also help passengers with any special needs or requests, such as wheelchair assistance or special meals. Customer Service Representatives must be able to remain calm and professional in stressful situations and be able to provide accurate information to passengers.

United Airlines Customer Service Representative Job Duties

A United Airlines Customer Service Representative typically has a wide range of responsibilities, which can include:

• Provide excellent customer service to passengers, responding to inquiries and resolving complaints in a timely manner
• Assist customers with ticketing, check-in, boarding, baggage handling, and other related services
• Ensure compliance with all applicable safety regulations and procedures
• Provide accurate information regarding flight schedules, fares, routes, and other travel options
• Process payments for tickets, upgrades, and additional services
• Monitor passenger flow at the gate and ensure that boarding is completed on time
• Handle lost or delayed luggage claims, providing assistance as needed
• Maintain up-to-date knowledge of United Airlines policies and procedures
• Respond to customer inquiries via phone, email, and social media
• Utilize computer systems to access customer data and update records
• Remain current on industry trends and changes in airline regulations
• Participate in training sessions and team meetings to stay informed of new developments

United Airlines Customer Service Representative Salary

The salary of a Customer Service Representative at United Airlines is determined by a variety of factors. These include the individual’s experience level, the local cost of living, the company’s financial situation, the complexity of the job, and the market rate for similar positions. The company also takes into account the individual’s qualifications and performance when setting salaries.

• Median Annual Salary: $41,868 ($20.13/hour)
• Top 10% Annual Salary: $57,200 ($27.5/hour)

United Airlines Customer Service Representative Job Requirements

To be hired as a Customer Service Representative at United Airlines, applicants must have a high school diploma or equivalent. Previous customer service experience is preferred, but not required. Applicants must also have excellent communication and problem-solving skills, as well as the ability to work in a fast-paced environment. Additionally, applicants must be able to work flexible hours, including nights, weekends, and holidays. A valid driver’s license is also required. United Airlines may also require applicants to complete a background check and drug test prior to being hired.

United Airlines Customer Service Representative Skills

United Airlines Customer Service Representative employees need the following skills in order to be successful:

Typing/Data Entry: United Airlines representatives use computer software to enter customer information, including names, addresses, phone numbers and frequent flyer information. They also use computer software to enter customer information into the company’s computer system. United representatives use data entry skills to enter information into the company’s computer system.

Microsoft Office Suite: United Airlines customer service representatives use Microsoft Office Suite to create and send emails, documents and spreadsheets. They also use the suite to create and update databases and spreadsheets. United Airlines customer service representatives use the suite to create and send marketing materials and correspondence with customers.

Call Center Operations: United Airlines customer service representatives work in call centers, where they use their knowledge of call center operations to provide quality service to customers. This includes knowing how to direct calls, how to handle escalations and how to handle complex customer issues. United Airlines customer service representatives may also use their knowledge of call center operations to train new employees.

CRM Software: Customer relationship management software is a software program that allows you to track customer information, including their contact information, previous interactions with the company and any information you may have gathered about their preferences. This software is helpful for United Airlines customer service representatives because it allows you to track customer information and preferences, which can help you provide better service to customers.

Client Relationships: United Airlines representatives often work with the same clients on a daily basis. This means that they need to develop and maintain positive relationships with their clients. Customer service representatives can use client relationships to build trust with clients and encourage them to continue using United Airlines. This can help the company maintain its reputation and increase sales.

United Airlines Customer Service Representative Work Environment

United Airlines Customer Service Representatives work in a fast-paced, customer-oriented environment. They are expected to provide excellent customer service and handle customer inquiries and complaints in a professional and courteous manner. They must be able to work independently and as part of a team. They must be able to work flexible hours, including nights, weekends, and holidays. They must be able to work in a variety of settings, including airports, ticket counters, and customer service centers. They must be able to handle a high volume of customer inquiries and complaints and be able to remain calm and professional in stressful situations. They must be able to work in a fast-paced environment and be able to multitask.

United Airlines Customer Service Representative Trends

Here are three trends influencing how United Airlines Customer Service Representative employees work.

Omnichannel Customer Experience

Omnichannel customer experience is an emerging trend in the airline industry that focuses on providing customers with a seamless, consistent experience across all channels. This includes online, mobile, and physical touchpoints such as airports, ticket counters, and call centers.

For United Airlines Customer Service Representatives, this means being able to provide customers with personalized service regardless of how they choose to interact with the company. It also requires representatives to be knowledgeable about the latest technology and tools available to them so they can quickly respond to customer inquiries and resolve issues. By understanding omnichannel customer experience, customer service representatives will be better equipped to meet customer needs and ensure a positive overall experience.

User-Generated Content

User-generated content (UGC) is becoming increasingly important for customer service representatives. UGC can be used to provide customers with more personalized experiences, as well as to gain insights into customer preferences and behaviors.

For example, United Airlines could use UGC to create a platform where customers can share their experiences and feedback about the airline’s services. This would allow customer service representatives to better understand customer needs and expectations, which in turn would help them provide better customer service. Additionally, UGC can also be used to identify potential issues before they become major problems, allowing customer service representatives to take proactive steps to address them.

Customer Service Automation

Automation is becoming increasingly important in customer service. Automated customer service systems are being used to streamline processes, reduce costs, and improve customer satisfaction. United Airlines Customer Service Representatives must be aware of the latest automation technologies and how they can be used to provide better customer service.

Automation technology can help customer service representatives quickly answer common questions, process orders, and resolve customer issues. It also allows them to focus on more complex tasks that require human interaction. Automation can also help customer service representatives track customer interactions and analyze data to identify trends and areas for improvement. Understanding these emerging trends will help United Airlines Customer Service Representatives stay ahead of the competition and provide a superior customer experience.

Advancement Prospects

Customer service representatives at United Airlines may be able to advance their careers by taking on additional responsibilities. For example, they may be able to move up to a supervisory role, such as a customer service manager or a customer service supervisor. They may also be able to move up to a higher-level customer service position, such as a customer service representative for a specific region or a customer service representative for a specific airline. In addition, customer service representatives may be able to move up to a higher-level position within the airline, such as a customer service representative for a specific flight or a customer service representative for a specific airport.

Interview Questions

Here are five common United Airlines Customer Service Representative interview questions and answers.

1. What kind of computer systems are you familiar with?

This question can help the interviewer determine if you have experience using the company’s computer systems. If you don’t have prior experience with United Airlines’ systems, consider mentioning a similar system that you are familiar with and how it compares to the one used by the airline.

Example: “I’ve worked in customer service for five years now, and I’m very comfortable working with any kind of computer system. In my last position, we used a different platform than United Airlines uses, but I found it easy to learn because it was so user-friendly. The system here seems to be quite similar, which makes me feel confident about my ability to use it.”

2. What languages, if any, do you speak fluently?

This question is often asked to determine if you are a good fit for the position. The interviewer wants to know that you can communicate with customers who speak other languages and help them in their native language. If you do not speak another language fluently, explain what steps you would take to learn it.

Example: “I am fluent in English, but I also have some experience translating Spanish. In college, I took two semesters of Spanish and one semester of French. While working at my previous job, I volunteered to translate for Spanish-speaking customers when needed. This helped me practice my skills and gain confidence.”

3. Have you ever had to resolve a conflict between two coworkers, tell us about that experience.

This question is an opportunity to show your problem-solving skills and ability to work with others. When answering this question, it can be helpful to highlight how you were able to resolve the conflict in a way that benefited everyone involved.

Example: “At my previous job, I had two coworkers who would often argue about whose turn it was to take out the trash. One coworker felt like they should always have to do it because they worked longer hours than the other employee. I talked to both employees separately and explained that we all have different responsibilities at work and that taking out the trash is just one of them. They agreed to compromise by alternating every other day.”

4. Do you get along well with others with different backgrounds than yours?

United Airlines is a global company that serves customers from all over the world. The interviewer wants to know if you can work with people who have different backgrounds than yours and still provide excellent customer service. Showcase your ability to communicate effectively, empathize with others and respect differences in opinions or cultures.

Example: “I’ve worked with many colleagues of different nationalities and ethnicities throughout my career. I find it interesting learning about their customs and traditions. In fact, I’ve learned quite a bit about other cultures just by talking to my colleagues. I think this has made me more open-minded and empathetic toward others.”

5. Do you have any previous airline or airport industry experience?

This question can help the interviewer determine if your experience is relevant to this role. If you have previous experience, share what skills and abilities helped you succeed in that position.

Example: “I worked as a customer service representative at an airport for three years before applying for this role. In my current position, I assisted customers with questions about their flights and provided them with information on baggage fees and lost luggage procedures. This experience has given me valuable communication and problem-solving skills that I hope to apply to this role.”