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Department overview
The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.
Job overview and responsibilities
Global Service Agent (GSA) will ensure the highest level of service to Global Services members, United Polaris Business customers traveling on United and United Express flights. Global Service Agents will consistently surpass customers’ expectations by adapting to the situation, delivering personalized attention, and proactively identifying the needs of United’s top travelers.
Global Service Agents will ensure day-to-day, tailored, customer service excellence by adhering to and exceeding expectations of the requirements set forth by the Global Service Operations team. The role will consist of a variety of responsibilities at the airport involving customer contact and operational duties.
- Provide superior and personalized service for our Global Services, United Polaris Business, high-yield and VIP customers ensuring the three (3) service goals for Global Service Agents are sustainable: Consistency, Communication and Recognition
- Welcome and greet all customers entering the Global Reception Lobby / dedicated Check-In Desk or Premier Access Check-In
- Provide additional services, including but not limited to, seat assignments, rebooking, itinerary changes, syncing of ticket, to ensure a smooth travel experience
- Escort any Global Services, VIP and Commercially Important Passengers (CIP) to the United Club or gate if requested or assigned
- Proactively communicate with other Global Services team members and airport staff/local station management team regarding any operational issues
- Provide United Global Service and Polaris Business customers with connecting service recovery and amenities, if applicable (rebooking, hotel, meals, shower, ground transportation, etc.)
- Monitor day of as well as following day international flights to ensure seat assignments, proper fares, accurate cabin levels and upgrade activity are in place for Global Services members, United Polaris Business customers
- Pull daily customer name list and inbound/outbound connection list in order to identify Global Services or key VIP/CIP requiring Meet and Assist (MAAS)
- Meet all flights serving Global Services members and United Polaris Business customers who may incur flight delays due to operational or weather issues
- Greet Global Services members and VIP/CIP customers onboard along with United Polaris Business customers
- Review connecting customer information using reporting tools, and identify tight connections
- Ensure potential misconnected customers are transported to their connecting gate
- Perform tasks assigned by Back Office Supervisor to assist with daily Global Services operations at the station
- Deliver policies and procedures provided by the Global Services Operations team
- Ability to work independently with minimal supervision
- Willingness to accept additional responsibilities
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.
Unless subject to a collective bargaining agreement in the country to which an employee is being transferred; the employee retains their original date of employment and company seniority in the new country. Upon transfer, the employee is removed from payroll and benefits in former country and appropriately placed in the salary range and payroll / benefits systems of the new country.
Human Resources will assist with the terms and conditions of employment in light of labor agreements, collective agreements, country work rules and labor laws. In the new country, the employee is reinstated using the same employee id, date of employment and company seniority dates.