Support Team Member

Description

Business Title: Support Team Member

Reports To: Manager of Support

Salary Classification: Non-exempt

Job Summary

A Support Team Member in our Corporate Operations center. Grow and expand your travel skills, with involvement in online booking tools, travel bookings, vendor management, invoice/itinerary management, mid office and reporting tools.

Scope

• Internal and external support for Corporate Team
• Extensive knowledge on PNR, exchange, and refund processes
  
  

Essential Duties And Responsibilities Include

• Ability to read and interpret PNR data.
• Work Queues and perform quality control.
• Internal support for Corporate Travel Center front line agents to include exchange assistant, GDS questions, online rejects, unused tickets, etc.
• General knowledge of Online booking tool knowledge is required (Concur, Deem, etc.).
• Familiar with ARC and ARC reporting.
• Knowledge of the systems, processes and workflows that need to be followed to deliver outstanding customer service and meet SLA expectations.
• Make recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency. Flag issues for resolution to team leader.
• Undertake self-development and training to enhance skills to ensure achievement of both personal and business goals.
• Perform systematic and rational analysis to identify the root cause of issues, make informed judgment, anticipate and prevent recurring problems to service by understanding, anticipating, and exceeding their expectations.
  
  

Transferable Skills

• Communication - Effective oral and written skills.
• Customer Service - Responds promptly to customer needs; Meets commitments.
• Teamwork - Contributes to a positive team spirit.
• Ethics - Works with integrity and ethically.
• Judgment - Exhibits sound and accurate judgment.
• Motivation - Sets and achieves challenging goals.
• Planning/Organizing - Uses time efficiently. Able to manage multiple tasks and changing priorities.
• Quality - Demonstrates accuracy and thoroughness.
• Quantity - Meets productivity standards; strives to increase productivity.
• Safety and Security - Observes safety and security procedures.
• Dependability - Follows instructions, responds to management direction.
• Initiative - Volunteers readily; undertakes self-development activities; asks for and offers help when needed.
• Knowledge of Airline policies and procedures; travel industry knowledge
• Knowledge of products used - Google documents/Drive, Microsoft Office, BCD’s Reporting tool, Decision Source.
  
  

Qualifications

• Minimum of 5 years Corporate Travel industry experience required.
• GDS system experience is required (SABRE). Advanced knowledge of Sabre GDS formats.
• Back office systems experience (TRAMS).
• Be highly productive in a self-directed work environment.
• Must be open to feedback and work well in a new learning environment.
• Flexibility to work between 8am and 9pm Central Time.