Premium Services Representative (m/f/d)

About the role

United Airlines is hiring a Premium Services Representative (PSR) for its customer service team. The PSR provides personalized service to premium customers such as Global Services members, United Club and Polaris customers and key high-value customers during day-of-travel, helping them feel safe, cared for, dependable and efficient. The position is initially on an 18-month fixed-term contract and is full-time.

Key responsibilities

• Meet Global Services members at the arrival gate when they cannot be prevented from being misconnected, and provide rebooking, arrival and future flight information
• Identify delayed GS members, re-protect or rebook them, and monitor their baggage
• Be present at departures, meet and greet GS members and assist with seat changes, special requests and preboarding
• Resolve service issues before departure (e.g. inflight service, meals) and provide compensation when necessary
• Manning the Global Services dedicated check-in lane, performing efficient checks and ensuring proper baggage handling
• Assist customers with upgrades, seat assignments and reservation changes, and pre-plan the next day's flights
• Monitor downgauged aircraft, oversold flights and other irregular operations affecting GS members, and prioritize focus flights and noteworthy persons

Required profile

• High school diploma or equivalent, at least 18 years old, reliable and punctual
• Fluent written and spoken English and German
• Valid German driver's license and legal authorization to work in Germany/EU without sponsorship
• Willingness to travel abroad for training and to work all shifts, including weekends and holidays
• Preferred: previous airline/airport experience and fluency in other European languages