Social Media Engagement


Social Media Engagement - Associate
United Airlines Inc.- Chicago, IL

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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

Required 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)

Preferred 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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