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 certificates, 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 efficiency 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 $15.33 /hour, with yearly increases (as per the union contract)
This role is a part of the Passenger Service Employees Union Contract (IAM)
Job Details
Company: United Airlines
Employment Type: Full-time
Job Location: Houston, TX, USA
