Social Media Engagement - Associate

United Airlines Chicago, IL
Social Media Engagement - Associate

Req #: WHQ00013699-GC

Location: Chicago, ILUS

Job Category:Communications / Public Relations / Government & Regulatory Affairs

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This role is responsible for the 24/7/365 delivery of customer engagement and social care operations across United's global social media platforms.

The Social Media Engagement, Associate lives and breathes social media, acts as a trusted travel advisor/expert, demonstrates United's shared purpose & values, and is the brand voice on all social media channels, fielding questions and resolving issues from customer in real-time. As an active representative of United, this role strengthens social media communities by providing a helpful, effortless and trusted support experience, while developing relationships to generate positive sentiment and long-lasting loyalty.

Job Overview and Responsibilities

* Be United's voice on social media and other digital channels and exercise impeccable judgment as United's representative

* Provide n the moment customer recovery

* Develop an emotional connection with our customers and audiences

* Manage incoming social media customer care conversations (positive and negative) in a timely matter from start to completion/resolution

* Proactively solve issues and foster trust with our customers/audiences

* Research company and customer information using various tools and resources

* Identify trends, influencers and potential crisis/adverse events and escalate when appropriate

* Create a personalized, positive and effortless experience within United's communities

* Cover the occasional overtime shift when offered or requested

* Be a community advocate for United


* Bachelor's Degree

* Understanding and enthusiasm for social media with ability to quickly adapt to new channels

* Captivating copywriting and conversational communications skills

* Excellent interpersonal and problem solving skills

* Fastidious attention to detail

* Emotional intelligence in spades and experience dealing with people

* Hustle and tireless work ethic

* Keen ability to work independently and in a team

* Outstanding leadership capabilities including ability to develop and motivate team members within growing team

* Strong ownership mindset and resolve to follow-through

* Willingness to work 2nd Shift/Evening Hours with 1-2 weekend days included in shift

* Ability to resolve personnel and administrative issues

* Flexibility to work various shifts to support 24/7/365 operation

* 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 be available outside of business hours (evenings and weekends)


* Bachelor's Degree in Communication or other relevant field of study

* Airline or Travel Industry experience

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

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