Premium Services Representative - Full Time

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

Find your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward. Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.

Create what’s next with us. Let’s define tomorrow together.

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.

Job Overview and Responsibilities

• Be present at the GS members arrival gate when unable to prevent misconnection
• Provide rebooking, arrival information and any future flight details (this also applies to failed connection attempts)
• Identify GS members whose flights are delayed. Re-protect or rebook GS members if not already done so. Monitor GS members’ baggage, ensure it’s on flight
• Be present at departure flight and visible
• Meet and greet GS members and engage with all GS members (regardless of cabin)
• Assist with seat changes, special requests and preboarding
• Resolve service issues before flight departs (i.e. inflight service, meals)
• Provide in the moment care compensation when necessary
• Protect GS members and issue compensation when necessary
• Manning Global Services dedicated check-in lane. Perform efficient checks-ins and credential checks. Ensure baggage is properly handled Service customers with upgrades, flight check-in seat assignments, and existing reservation modifications
• Pre-plan following day’s flights and check seat assignments and monitor GS emails and dedicated phoneline continually throughout the day
• Monitor downgauged aircraft and oversold flights and protect GS members, all irregular operations impacting GS members
• Prioritize focus flights and noteworthy persons

Qualifications

Minimum Qualifications:

• High school diploma or equivalent

Minimum 1 year customer service experience.

• Successfully pass PS assessment testing and interview.
• Proficient in the use of the MAP device, JET and Aero.
• Ability to interact professionally & courteously with all customers, including VIP, CEOs and top-level executives.
• Demonstrated ability to make sound judgements and diffuse/resolve difficult situations.
• Must be legally authorized to work in Germany for any employer without sponsorship
• Must be fluent in English and German (written and spoken)
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

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.