Job Description
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.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Answer inbound phone calls, request travel certificate's, 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 productivity 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 $14.38 /hour, with yearly increases (as per the union contract)
This role is a part of the Passenger Service Employees Union Contract (IAM)
Job Requirements
Must possess a high school diploma/GED or education equivalent
At least 2years of Customer Service experience
Must be fluent 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
Must 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 an essential 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
Must be able to pass a 10-year security background check
Proficient in BOLT and World Tracer
Strong typing skills
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