Specialist – Global Customer Solutions

Securiti AI

. Research and resolve high-profile customer complaints involving flight incidents, customers with disabilities (CRO), the Department of Transportation (DOT), and social media channels .

Posted 10/17/2026full-timeRemote • Illinois • United StatesJunior💰 $66,500 - $86,616 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resolving high-profile customer complaints and conducting root cause analysis while effectively communicating with stakeholders. Proficient in managing escalated incidents and providing leadership updates in a fast-paced, dynamic environment.

Highest-signal resume keywords

Customer Complaint ResolutionRoot Cause AnalysisWritten Communication SkillsAnalytical SkillsContact Center Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Problem-Solving AbilityDecision-Making SkillsTime ManagementConfidentiality MaintenanceMicrosoft Office Proficiency

Soft Skills

Professional InteractionTeam CollaborationInitiativeAttention to DetailExecutive-Level Communication

Tools & Technologies

Email ApplicationsOutlookEZR/SHARE

Industry Keywords

Airline Industry ExperienceCustomer SolutionsRefundsBaggageInflight Experience

About the role

Key responsibilities & impact

Research and resolve high-profile customer complaints involving flight incidents, customers with disabilities (CRO), the Department of Transportation (DOT), and social media channels
Review and resolve complex or escalated complaints involving United or alliance partner products and services in accordance with audit and regulatory mandates
Research issues and partner with stakeholder departments to ensure high-profile matters are sufficiently addressed and resolved
Properly document, represent, and address cases, including public statements, DOT follow-up, and small claims court appearances on behalf of United
Conduct root cause analysis through thorough investigations and communicate suggestions to address failures
Work with other organizations to establish customer experience history for escalated incidents
Provide leadership updates and executive-level communications regarding incident handling and resolution
Proactively identify opportunities to improve customer resolution
Provide subject matter expert and escalation support and guidance to Customer Solutions and Recovery team members and external contact center groups

Requirements

What you’ll need

1+ years operational / contact center experience
Superior written communication skills and strong verbal skills
Ability to interact professionally with personnel at all organizational levels, external business partners, team members, and customers
Ability to maintain confidentiality
Ability to work independently and collaboratively in a team environment
Demonstrated problem-solving ability, initiative, and superior decision-making skills
Ability to translate customer interaction at the executive level
Ability to work in a fast-paced, dynamic, deadline-driven environment
Proven analytical skills and superior attention to detail
Ability to prioritize work and effectively manage time
Reliable access to Wi-Fi
Ability to work effectively with employees at all organizational levels
Knowledge of email applications such as Outlook
General knowledge of Microsoft Office products and applications such as Word, Excel, and PowerPoint
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
Preferred: BA in English, Journalism, or related field
Preferred: Contact center, Refunds, Baggage, airport, or Inflight experience
Preferred: Foreign language skills
Preferred: EZR/SHARE proficiency or experience
Preferred: Airline industry experience

Benefits

Comp & perks

Top-tier health and wellness benefits
Medical, dental, and vision insurance
Life, accident, and disability coverage
Parental leave
Employee assistance program
Commuter benefits
Paid holidays
Paid time off
401(k)
Flight privileges
Bonus and/or long-term incentive compensation awards
Reasonable accommodations for applicants and employees with disabilities