• Job Description

  Req#: 1335784
  !*!

  Greeting our passengers with a smile

  Are you passionate about customer service and travel? Would you love to help people get where they’re going? Are you a real problem-solver who can stay focused in any situation? You want to coach and grow other agents? Then a Lead Customer Service Agent position at United Ground Express, a subsidiary of United Airlines, is right for you!

  As part of the UGE Lead Customer Service team, you’ll meet diverse people from all over the world at the ticket counter, gate, and more to provide a flyer friendly experience aboard every flight, every day!

  Caring for Customers

  • As a Lead Customer Service Agent, you’ll make every interaction a positive one
  • Whether helping with reservations or printing boarding passes, resolving disservice situations like determining alternative flight options or rebooking a reservation for delayed, cancelled or missed flights, you must be calm, cool, and collected
  • To be successful in this role, you’ll need patience, empathy, the ability to listen along with an ability to make informed decisions in sometimes stressful situations
  • Caring is job one regardless of our customer’s disposition or travel challenges. As a UGE Lead Customer Service Agent, you will be required to remain calm, positive, and caring even when our customers might be having a bad day
  • Other duties as a Lead include but are not limited to are:
  • Lift baggage and boxes/packages weighing up to 70 lbs.
  • Stand for up to 6-8 hours during a shift
  • Operate the passenger loading jet-way bridge
  • Ensure compliance with FAA regulations and policies
  • Lead and direct responsibilities related to the customer service role.
  • Ensure adherence to standard operating procedures
  • Oversee and ensure a safe work environment
  • Provide coaching and training to team members

  You’ll be provided the tools you need on the Runway to Success!

  Flexibility

  • Since this is a union job based on seniority, you will be assigned your initial schedule to meet our needs at the airport
  • You must be available for day and night shifts, weekends, and holidays
  • You will be required to work mandatory overtime, when necessary
  • As you gain seniority, you can trade days with colleagues, pick up extra hours and have more control over your schedule
  • Punctuality and reliability are essential – we’ve got flight schedules to meet!

  !*!

  We reward your efforts

  • $15.25 per the union contract
  • +$1.50 additional premium Lead pay
  • Flight privileges: you and your family can fly anywhere in the world on stand-by across United Airlines’ amazing global network
  • UA Discount Program for flights when you want to purchase a ticket
  • Paid time off (PTO)
  • And more

  UGE requirements

  • High school diploma, GED or equivalent preferred
  • Excellent communication skills
  • Must be able to read, write, and speak English fluently
  • Minimum of 18 years old
  • Ability to operate a computer to enter and retrieve data
  • Ability to lift up to 70lbs on a consistent basis
  • Ability to pass all pre-screening clearances (including a background check, hearing and vision tests, and drug screen)
  • Eligibility to obtain necessary credentials and clearances (FAA, TSA, Port Authority, U.S. Customs and U.S. Postal) per local requirements
  • Legally authorized to work in the United States without sponsorship
  • Must be able to work during day and night shifts, weekends, and holidays; mandatory overtime may be required based on operational need
  • Successful completion of interview required to meet job qualifications
  • Ground Security Coordinator certified (GSC) required

  Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

• About the company

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