Demo

Customer Support Specialist - Long Island City, NY (Overnight / Bilingual)

Accommodations Plus International
New York, NY Full Time
POSTED ON 3/5/2025
AVAILABLE BEFORE 6/3/2025

Job Description

Job Description

The Customer Support Specialist supports our airline partner onsite at their office location. In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers.

Essential Functions : Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Total customer service to include but not limited to the following :

  • Serve as API’s on-site liaison with the airline partner, providing support, guidance and training.
  • Process client requests received from the airline through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate and professionally executed.
  • Follow-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
  • Alert supervisor on all items of critical nature that require management involvement to solve and / or avoid potential challenges that may impact either the client or API adversely.
  • Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
  • Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.
  • Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations.
  • Adapt to irregular operations (IROPS) to accommodate needs arising from the changing dynamics of airline schedules and unforeseen situations. This includes and is not limited to extended work schedules and serving “On Call” when needed outside of regular working hours.
  • Learn and maintain knowledge of API’s call center work methodology and reservation systems to best serve API’s clients in the most efficient and professional manner.
  • Achieve a passing score on initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion.

Competencies

  • Knowledge of airline crew scheduling is a strong plus.
  • Prior experience with GDS systems, hotel reservation systems, airline reservation systems and / or related functions preferred but not required.
  • Excellent Interpersonal skills.
  • Able to work in a fast paced environment.
  • Great telephone etiquette.
  • Excellent writing skills.
  • Excellent computer skills.
  • Ability to multi task and prioritize.
  • Detail oriented with great organizational skills.
  • Flexible work schedule including availability to work weekends and holidays.
  • Able to work overtime if needed.
  • Second language, preferrable Spanish) is a  plus.
  • Position Type and Expected Hours of Work

    This is a full-time, overnight position.  Flexible schedule availability, including weekends may be required.

    Good Faith Compensation

    The good faith compensation rate for this position is $22.00 per hour.

    Required Experience

  • Ability to positively present API in customer facing situations.
  • Customer service background is a plus.
  • Airline / Hotel / Travel experience is a plus.
  • AAP / EEO Statement

    Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

    Other Duties

    Duties, responsibilities and activities may change at any time according to business needs.

    Who We Are

    API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

    Other Duties

    Duties, responsibilities and activities may change at any time according to business needs.

    The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

    Work Environment

    This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

    AAP / EEO Statement

    Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

    Powered by JazzHR

    6Mp6ShYoxZ

    Salary : $22

    If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
    Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

    What is the career path for a Customer Support Specialist - Long Island City, NY (Overnight / Bilingual)?

    Sign up to receive alerts about other jobs on the Customer Support Specialist - Long Island City, NY (Overnight / Bilingual) career path by checking the boxes next to the positions that interest you.
    Income Estimation: 
    $41,527 - $53,091
    Income Estimation: 
    $47,809 - $60,449
    Income Estimation: 
    $44,214 - $56,812
    Income Estimation: 
    $76,683 - $97,426
    Income Estimation: 
    $53,079 - $69,818
    Income Estimation: 
    $64,935 - $90,225
    Income Estimation: 
    $79,324 - $110,520
    Income Estimation: 
    $79,324 - $110,520
    Income Estimation: 
    $102,853 - $137,551
    Income Estimation: 
    $36,400 - $44,839
    Income Estimation: 
    $76,683 - $97,426
    Income Estimation: 
    $44,214 - $56,812
    View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

    Job openings at Accommodations Plus International

    Accommodations Plus International
    Hired Organization Address Dallas, TX Full Time
    The Operations Agent is responsible for assisting with the operational support and customer service components of the AP...
    Accommodations Plus International
    Hired Organization Address Dallas, TX Full Time
    The Supervisor Operations Center (Call Center) is responsible for the overall maintenance and supervision of the Operati...
    Accommodations Plus International
    Hired Organization Address Dallas, TX Full Time
    API is seeking a seasoned professional to join our company in the role of Vice President of Client Delivery. The VP of C...
    Accommodations Plus International
    Hired Organization Address George, UT Full Time
    Summary: The Customer Support Specialist supports our airline partner onsite at their office location. In this role, the...

    Not the job you're looking for? Here are some other Customer Support Specialist - Long Island City, NY (Overnight / Bilingual) jobs in the New York, NY area that may be a better fit.

    Airline Support Specialist - Long Island City, NY (Overnight/Bilingual)

    Accommodations Plus International, Long Island, NY

    Youth Advocate, Long Island City High School

    The Child Center Of NY, Inc., Long Island, NY

    AI Assistant is available now!

    Feel free to start your new journey!