Premium Services Representative

**Description**:
There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. **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.

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.
- 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
- Proactively monitors applicable customers, including monitoring connections, managing rebooking, and performing calls and outreach to customers directly

Lounge/Club
- 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,