Group Air Agent - Team Lead

ADTRAV is seeking a Group Air Agent – Team Lead to be responsible for all aspects of group air travel reservations for our clients and serves as the lead for Group Air accounts under the guidance of our operations management team. The Group Air Agent – Team Lead will organize, book, ticket, and generate reports for multiple groups simultaneously and act as the liaison for multiple group accounts and assist leadership with negotiating group air contracts and discounts. In addition, the Group Air Agent – Team Lead will assist other agents with their booking requests.

Essential Duties and Responsibilities include the following:

• Work with the management team to support the day-to-day operations of a client account.
• Act as a subject matter expert and assist agents with questions or issues, being a first level support for agents on applications, processes, procedures, and policies. Escalate issues to management as needed.
• Assist management team with agent training on the accounts and the policies and procedures of the team.
• Provide support to the management team on monitoring phones (e.g., available agents, wrap time, call abandonments). Escalate concerns to management.
• Execute Sabre spectra’s, ensuring transactions are processed supporting contractual requirements.
• Assist with overseeing email and phone queue management and ensure that all tasks within the team are completed within Service Level Agreements. Assign tasks to agents as needed.
• Check queues of agents that are out and assist with tasks as needed.
• Ensure tickets are issued and assist with issuing if needed.
• Identify process and workflow efficiencies and training opportunities and provide recommendations to management on how to improve.
• Assist with updating job aids and other documentation on the accounts and processes.
• Act as a liaison with clients when management is not available. Research customer service issues through resolution at the direction of management.
• Assist in researching PNRs to provide management with facts of what occurred.
• Book and ticket air travel for groups up to 4,000 travelers, which includes organizing manifests, booking, ticketing, reporting, and making changes as needed.
• Organize group travel for corporate incentive, leisure, and government clients.
• Book and issue airline reservations through GDS system, accurately and efficiently.
• Assist leadership with researching and coordinating airline contracts.
• Act as a liaison for all group air accounts.
• Assist leadership with managing group blocks, attrition, and utilization.
• Follow up with clients regarding travel plans and adjust as needed.
• Be responsive to travelers and clients throughout the booking process.
• Meet KPIs as outlined by management (e.g., average transactions, errors, SLAs), including maintaining consistent attendance and adherence to the schedule.
• Document all information in the CRM and other tools as required.
• Utilize various applications, including GDS, online booking tools, and various internal applications.
• Follow ADTRAV policies, procedures, and approved workflows on how to service travelers.
• Provide excellent customer service in every interaction with travelers. Show empathy and be able to identify and solve traveler issues.
• Communicate effectively with other agents and employees to solve problems, gather information, and service travelers.
• Become knowledgeable in ADTRAV's industry and customer base.
• Participate in ongoing training to continuously build knowledge and skills in the industry.
• Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
• Adhere to company policies and procedures.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• At least 3 years of experience as a group booking and ticketing agent; complex international experience preferred, in both geographical locations and rate structures.
• Experience as a senior agent or mentor a plus.
• Experience contracting and issuing block space preferred.
• Strong knowledge and experience with GDS systems; Sabre required, Amadeus a plus. Proficient with Sabre pricing to include phases.
• Highly knowledgeable of city, airline, hotel, and car rental codes.
• Working knowledge and proficiency in Fly America, Open Skies, and federal travel regulations.
• Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
• Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
• Ability to consistently deliver excellent customer service, internally and externally.
• Proficient with Microsoft Office suite (Outlook, Word, Excel, Teams).
• Experience using CRM to enter and track activities.
• Excellent English written and verbal communication skills.
• Excellent listening skills; able to listen to and respond to the traveler’s needs and clarify as needed.
• Strong attention to detail with emphasis on accuracy and quality.
• Highly self-motivated and able to manage multiple tasks and groups in a fast-paced environment and with minimal supervision.
• Excellent time-management and organizational skills, with a proven ability to meet deadlines and work well under pressure.
• Able to identify a problem and see it through to resolution with minimal supervision.
• Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
• Exhibits leadership traits to motivate, communicate, and provide feedback.
• Exercises discretion and judgment when providing feedback, guidance, clarification, and training.
• Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
• Ability to work remotely and meet the company home-office requirements.
• Able to sit and work at a computer for extended periods of time, without leaving the work area.
• Able to work a schedule of Monday-Friday, 7am-4pm CT or 8am-5pm CT, as well as after hours and weekends as needed.
• Be able to successfully attend and pass new hire and department specific training.
• Able to maintain confidentiality of company and client information.
• Able to successfully pass a credit, criminal, and/or employment reference background check.