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Description

As the face of our customer, here’s what you will do

Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.

Airport Operations - Station Operations Representative

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

As the face of our customer, here’s what you will do:

Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.

What are your responsibilities:

• Support standard work to achieve On Time and safe performance

• Responsible for delay prevention and cancel impact mitigation, through issue resolution, or escalation to station leadership as required

• Primary operational contact for all internal and external partners

• Prepare and compile flight departure paperwork as needed, audit and file flight paperwork and fuel service records

• Support and assist in planning and coordinating irregular operations including Long Tarmac Delay situations and reporting

• Assist in arranging passenger protection, ground transportation, hotel accommodations and related services during irregular operations

• Support customer and baggage coordination

• Plan and manage gate and remote parking

• Advise kitchen or local caterer of flight meal boarding requirements

• Update Flight Information in all applicable programs

• Issue instruction and guidance to aircraft

• Station Operations is a specialty area, therefore candidates for this position must be trained or willing to be trained in Station Operation processes and policies. All SOR’s will need to become and maintain Jet Bridge qualified.

• The position will require multi-tasking in communicating and coordinating with multiple parties including the NOC, local airport authority and working with multiple systems including updating the IOM, FID Screens and updating local briefings and Microsoft Teams information.

• In addition, an SOR may perform other customer service duties as assigned and may perform other functions within the scope of their duties to meet station operating needs.

• An SOR who has completed one year of service in the classification may be required to give instruction and on the job training to employees of the same or lower classifications covered by this Agreement.

• Become Complaint Resolution Official (CRO) and Ground Security Coordinator (GSC) qualified and maintain qualifications.

• Must pass training as a Customer Service Representative

• Interact with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. Provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.

Day Trades: SOR Agents are limited to trade off their shifts to only qualified SOR Operations Agents within Miami (MIA)

Qualifications

Qualifications

• High School Diploma, GED or education equivalent

• Strong communication and multitasking skills

• Must be flexible and willing to work any shift in a 24 hour/7 day a week operation including weekends, nights 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 an essential function of the position

Preferred

• Experience using Microsoft Office Suite, including Teams

• Two years as a Customer Service Agent, Ramp Service Employee, or related work involving airport operations

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 JobAccommodations@united.com to request accommodation.

The starting rate for this role is $21.14.

This is also a bonus eligible position (i.e. profit sharing).

We offer competitive benefits: medical, dental, vision, life, accident & disability, employee assistance program, commuter, paid holidays, paid time off, 401(k), pension and flight privileges (subject to the respective collective bargaining agreement).

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. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.

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 JobAccommodations@united.com to request accommodation.