Job Description

Airport Operations

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

Relocation assistance will not be provided

Job overview and responsibilities

The Premium Services Representative (PSR) provides an exceptional level of personalized service for United’s premium customers including but not exclusive to Global Services members, United Club Customers, Polaris Customers, and key high-value customers during day-of-travel. Duties align with the Core4 and help to drive a peace of mind for these customers’ travel experience. Representatives meet and exceed expectations of the position by personifying the core values of our brand (Safe, Caring, Dependable, Efficient). Roles and responsibilities may change or differ based on your location.

• Takes direction from and collaborates with designated Lead PSR and Supervisor.
• Works well in a team environment, can successfully collaborate and accept instructions from peers.
• May be assigned and/or rotated through any of the PSR positions and successfully/repeatedly completes the outlined responsibilities/steps of service for each
• Remains current with Airport Operations, Lounges, Clubs and Global Services-specific policies and procedures, and complies with most updated operating manual.
• Checks United email mailbox daily for updates and news.
• Demonstrates knowledge of Premium Services products and benefit offerings and can correctly explain these to customers and colleagues. Including Promotions and marketing programs.
• Support vendor with product appearance and provide feedback when necessary.
• Successfully completes required trainings and assessments on-time and with required proficiency.
• Attends and actively participates in required staff meetings, conferences, and training sessions.
• Takes pride in appearance by following all uniform/appearance standards.
• Ability to problem solve, de-escalate, and de-stress our customer experience.
• Ability to make sound judgement and resolve difficult situations on your own. Escalates issues to Lead or Supervisor as needed – both concerning facilities and customers.
• Showcases leadership qualities, generates peer respect, and professionally interacts with high-level United and partner airline customers.

PSR Positions and Steps of Service include (but are not limited to):

Lobby Check-in / Global Reception/Club/Lounge Credentialing

• Proactively engages customers
• Performs efficient check-in and credentials
• Ensures baggage is properly handled
• Directs customers to next step of travel journey
• Greet customers as they approach in friendly manner
• Standing position (only in seated position when no customer or desk design supports seated duty)
• Services customers with upgrades, flight check-in, status, seat assignments, existing reservation modifications

Airside

• Assists applicable connecting customers
• Proactively monitors and facilitates flight connections and is prepared with onward boarding passes and flight information
• Demonstrates fluency in internal tools to research flight information and connects with correct parties when needed
• Greets and assists at gate with members ’needs
• Works in collaboration with CSR’s as needed

Coordinator

• Demonstrates fluency in internal real-time tracking tools
• Provides clear direction to colleagues on the concourse
• Works with SOC
• Acts as primary liaison between airport and contact centers
• Monitors and responds to emails in local team mailbox
• Proactively monitors applicable customers, including monitoring connections, managing rebooking, and performing calls and outreach to customers directly

Lounge/Club

• Credentialing knowledge and subject matter expert on access policy
• Actively promotes and processes membership sales, one-time passes, and other promotions
• Monitor and maintain the front desk. Ensure it is clean, organized and all equipment is operational.
• Monitors flights for customers and proactively identifies solutions during IRROPS/disruptions
• Meets and greets customers while they are in the lounge/club
• Supports customers with seating needs

Tarmac Transportation

• Willingness to drive Airside. Check and complete a vehicle check list.
• Escorts customer throughout journey from jet-bridge to drop-off point
• Able to descend/ascend jet-bridge stairs without issue

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Required

• High School Diploma/GED
• Must be current and remain current with all Regulatory, Product, and Company required training
• 3+ years Customer Service Representative experience in airport services
• Fluency in Airport Apps applications, including, but not limited to AIMS, Aero and SHARES
• Able to efficiently and effectively perform basic changes to customer records, including but not limited to seat assignment changes, flight rebooking/re-protection, and syncing tickets
• Willing to learn and demonstrate proficiency in additional airport tools, including Premium Servicesspecific technology
• Proficient in the use of MAP devices and all MAP Premium Services-specific apps
• Familiarity with policy and procedure surrounding premium customer handling, including lounge access, priority benefits and United’s Contract of Carriage.
• Basic skills in the use of Microsoft Office products such as Outlook, Word and Excel
• Strong organizational skills; ability to coordinate multiple complex tasks efficiently and effectively, including finding creative solutions when applicable
• Ability to interact professionally and courteously with all customers including VIPs, CEOs and other top-level executives
• Demonstrated ability to make sound judgments and diffuse/resolve difficult situations
• Ability to work with team members (UA or vendor) or independently in a positive manner
• Willingness to show knowledge of United premium products and cooperate partnerships
• Successfully passed all applicable Customer Service training courses
• Fosters a Working Together environment and abides by United’s Working Together guidelines, upholding the highest levels of dignity and respect
• Must be flexible to work any shift during a 24/7 work week including nights, weekends and holidays
• Willingness to accept additional projects and responsibilities
• Ability to travel when required
• Ability to perform light to heavy lifting up to 70 lbs
• Ability to use escalators, elevators and ascend and descend stairs
• Ability to bend down to reach low locks and other items
• Ability to work in the presence of diffused scents and ongoing noises such as music, announcements and mechanical sounds
• Fluency in English and Hindi with strong written and verbal communication skills, including ability to conduct business transactions with customers and colleagues via phone and email
• Must be legally authorized to work in India for any employer without sponsorship
• Successful completion of interview  and assessment testing required to meet job qualifications
• Reliable, punctual attendance is an essential function of the position

Preferred

• Premium customer service experience, including other international airline or hospitality
• Proficiency in additional language(s) preferred – encouraged to utilize these skills when applicable

Skills Required

• Microsoft Office
• Microsoft Excel