Senior Specialist - Refunds Phones (Remote)

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of... thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world? Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day. At United, we offer a competitive compensation package, with benefits including medical, dental, vision, life, accident and disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) plan with employee and company contribution opportunities, and flight privileges. The salary for this position is $37,425 to $54,082, dependent on job-related, non-discriminatory factors such as experience, education, and skills. This range is based on a full-time schedule. • Salary and benefits information is being included in this job posting in accordance with California, Colorado, and Washington state laws. Posting End Date: 9/15/2024 Key Responsibilities: Primary function in this is to handle internal and external calls related to refunds. In addition, individuals in this role will rotate into Senior Specialist - Refunds role as assigned. • Handle inbound calls related to Refunds; Unless on other assignment, Phone specialists are logged into phones ready to handle inbound phone calls from both internal and external customers • Handle non-policy Refund requests using empowerment and sound decision-making skills; Analyze and evaluate complex Refund requests and communicate the decision to the customer in a courteous manner • Make outcalls to the customer as appropriate to resolve Refund requests; Process and approve Customer Refunds • Calculate appropriate Refund amount and process refunds for eligible request; Write appropriate response to a refund request; Follow appropriate coding for both incoming request and disposition of the request United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table! What’s needed to succeed (Minimum Qualifications): • High School Diploma or equivalent • 2 years of experience in Refunds, Reservations, Customer Care or other Customer Service role • Strong Customer Service skills with excellent verbal and written communication skills • Good comprehension and decision-making skills; excellent time management skills; strong attention to detail; good analytical skills • Able to handle inbound customer phone calls • Must work well in a team environment; ability to work under pressure and handle stressful situations in a positive and professional manner; ability to understand and follow written policies and procedures • Able to work any assigned shift including evening, weekends and holidays • 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 a crucial function of the position What will help you propel from the pack (Preferred Qualifications): • Associate's degree or higher • Refunds processing experience highly preferred; Experience handling International Refunds a plus • Experience handling phone calls • Experience with EZR, Shares, RasCAL United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation Apply Job!