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Why United Airlines?
United Airlines isn’t just a carrier – it’s a global community that connects people, cultures, and commerce across every continent. With a legacy spanning nearly a century, United has pioneered countless innovations in aviation, from the first trans‑continental jet service to today’s industry‑leading sustainability initiatives. As part of United’s “Connecting People, Connecting the World” vision, every employee plays a pivotal role in delivering safe, reliable, and memorable travel experiences to millions of passengers each day.
Now, United is expanding its world‑class customer‑service team with a new remote, full‑time opportunity that lets you work from the comfort of your home while still contributing to the airline’s mission of “uniting the world.” If you thrive in a fast‑paced environment, love solving problems, and are fluent in both English and Portuguese, you could be the next face (or voice) of United’s renowned service excellence.
Position Overview – Remote Bilingual Customer Service Representative
As a Remote Customer Service Representative, you will be the primary point of contact for United’s diverse clientele—travelers, partners, and internal teams—delivering timely, courteous, and knowledgeable support via phone, email, and chat. This role is designed for individuals who are adaptable, tech‑savvy, and committed to upholding United’s high standards of safety, reliability, and hospitality.
Your work will directly influence passenger satisfaction scores, brand loyalty, and United’s reputation for exceptional service. In return, United offers a competitive hourly wage of $25, comprehensive benefits, and a career path that can take you from remote support to leadership positions within the broader airline operations.
Core Responsibilities
- Customer Interaction: Answer inbound calls, respond to emails and chat messages, and provide accurate information on reservations, ticket changes, baggage policies, and flight status.
- Problem Solving: Resolve complex travel issues—including schedule changes, refunds, and special assistance requests—while maintaining composure and empathy.
- Reservation Management: Create, modify, and cancel reservations in United’s reservation system, ensuring compliance with fare rules and airline policies.
- Cross‑Functional Coordination: Liaise with flight operations, crew scheduling, and airport services to expedite solutions for customers experiencing disruptions.
- Data Accuracy: Document all customer interactions in the CRM system with precise notes, following United’s data‑privacy and security protocols.
- Upsell Opportunities: Identify opportunities to promote United’s ancillary products—such as extra legroom, premium cabin upgrades, and travel insurance—when appropriate.
- Safety & Compliance: Adhere to United’s safety standards, security procedures, and regulatory requirements (including TSA and FAA guidelines) in every interaction.
- Continuous Learning: Participate in ongoing training modules, webinars, and knowledge‑base updates to stay current on airline policies, technology tools, and industry trends.
- Team Collaboration: Share best practices, support newer teammates, and contribute to a positive, solution‑focused remote work culture.
Essential Qualifications
- Education: Bachelor’s degree from an accredited institution (any discipline).
- Language Proficiency: Exceptional oral and written communication skills in both English and Portuguese.
- Technical Aptitude: Comfortable using computers, smartphones, and emerging digital platforms; prior experience with CRM or reservation systems is a plus.
- Physical Requirements: Ability to sit for an entire shift, stand briefly when needed, and lift up to 25 lb for occasional equipment handling.
- Work Authorization: Legal right to work in the United States (U.S. work visa) and a valid Brazilian work permit (no sponsorship required).
- Availability: Willingness to work any shift in a 24/7/365 environment, including evenings, weekends, and holidays.
- Customer Service Experience: Minimum of 1‑2 years in a high‑volume call‑center, hospitality, or travel‑related role.
- Problem‑Resolution Mindset: Proven ability to anticipate customer needs, think critically under pressure, and deliver win‑win solutions.
Preferred (But Not Required) Qualifications
- Prior experience in the airline, travel, or hospitality industry.
- Familiarity with airline reservation software (e.g., Sabre, Amadeus, or United’s internal system).
- Certification in customer‑service excellence (e.g., CXPA, HDI).
- Experience working remotely for at least six months, demonstrating self‑discipline and effective time management.
- Additional language skills (e.g., Spanish, French, Mandarin) that could enhance multicultural support.
Key Skills & Competencies for Success
- Empathy & Active Listening: Ability to make each caller feel heard and valued.
- Clear Communication: Convey complex policies in simple, friendly language.
- Adaptability: Quickly pivot between different tasks, tools, and customer scenarios.
- Attention to Detail: Ensure accurate capture of reservation data and compliance documentation.
- Time Management: Efficiently handle multiple interactions while meeting service level agreements (SLAs).
- Team Orientation: Share knowledge, seek feedback, and contribute to a collaborative virtual environment.
- Technical Curiosity: Eager to explore new platforms, troubleshoot issues, and suggest process improvements.
- Positive Attitude: Maintains enthusiasm and professionalism, even during high‑stress situations.
Compensation, Benefits, and Perks
United values its employees and offers a total rewards package designed to support your financial, physical, and emotional well‑being.
- Hourly Wage: $25 per hour, paid bi‑weekly.
- Health Coverage: Medical, dental, and vision plans with multiple coverage options.
- Retirement Savings: 401(k) plan with company match up to 5% of eligible earnings.
- Paid Time Off (PTO): Accrual of vacation, sick leave, and holidays, plus additional leave for volunteering.
- Travel Benefits: Discounted airline tickets for employees and immediate family, plus optional travel vouchers.
- Professional Development: Access to United Academy, tuition reimbursement, and mentorship programs.
- Wellness Programs: Employee Assistance Program (EAP), mental‑health resources, and virtual fitness classes.
- Technology Stipend: Reimbursement for home‑office equipment (ergonomic chair, headset, high‑speed internet).
- Recognition & Rewards: Quarterly awards, performance bonuses, and peer‑acknowledgment platforms.
Career Growth & Learning Opportunities
United believes that a great career is built on continuous learning and upward mobility. In this role, you will gain exposure to:
- Advanced reservation and revenue‑management systems.
- Cross‑departmental collaboration with operations, security, and marketing teams.
- Leadership pathways toward team lead, supervisor, or regional manager positions.
- Specialized certifications such as Certified Travel Counselor (CTC) or Six Sigma Green Belt.
- Opportunities to transition into other United divisions—e.g., cargo, ground operations, or corporate communications.
Our internal mobility program encourages you to explore new roles after a minimum of 12 months of demonstrated performance, ensuring that your career at United can evolve alongside your aspirations.
Work Environment & Culture
Even though this position is remote, United fosters a vibrant, inclusive, and supportive virtual community. Employees experience:
- Dynamic Team Interactions: Regular video‑conferences, virtual coffee breaks, and collaborative chat channels.
- Diversity & Inclusion: Employee resource groups (ERGs) focused on culture, language, LGBTQ+, veterans, and more.
- Safety First Mindset: Strict adherence to data security and privacy policies in line with FAA and TSA regulations.
- Work‑Life Balance: Flexible scheduling options, shift‑swap tools, and a supportive management team that values personal well‑being.
- Recognition of Excellence: Public acknowledgment of top performers through “Customer Hero” awards and internal newsletters.
Application Process
Ready to join United’s remote customer‑service family? Follow these simple steps:
- Submit Your Application: Click the “” link below and complete the online form, attaching an updated resume and a brief cover letter highlighting your bilingual experience.
- Initial Screening: A recruiter will review your qualifications and contact you for a short phone interview.
- Virtual Assessment: You’ll complete a situational judgment test and a language proficiency evaluation (English and Portuguese).
- Final Interview: Participate in a video interview with the hiring manager and a senior member of the Customer Service team.
- Offer & Onboarding: Upon successful completion, you’ll receive an official offer, followed by a structured remote‑onboarding program that equips you with the tools and knowledge to thrive.
Join United and Make Every Flight Memorable
If you are passionate about delivering world‑class service, love solving challenges in real time, and want to be part of a global brand that truly cares about its customers, we want to hear from you. Even if you don’t meet every single requirement, we encourage you to apply. United believes that diverse perspectives and varied experiences fuel innovation and excellence.
Take the next step in your career—apply today and become a vital voice in the skies, supporting travelers from the comfort of your home.
We Encourage You to Apply!
Even if you feel you’re not a perfect match, United is always looking for great people to join our friendly, collaborative team. Your unique background could be exactly what we need to continue elevating the United experience.
Apply Now
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Apply Now