• Baggage Services Representative Job in Houston | United Airlines

    Location: Houston, TX, USA

    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