Ticketing/Exchange Agent

Job Description

Job Description

ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country.

ADTRAV is seeking a Ticketing / Exchnage Agent that follows company procedures, guidelines and standards in the areas of customer service, reviewing Passenger Name Records (PNRs) and profiles, ticketing, utilization of front room Computer Reservations System (CRS) productivity, attendance, accuracy of work, invoicing, etc. The main duties of this position will be dedicated to supporting a client account with ticketing, exchange support, managing queue rejects in Sabre, and file finishing.

Essential Duties and Responsibilities include the following :

• Complete all functions related to servicing the client from a fulfillment perspective including ticket processing.
• Maintain knowledge of reading PNRs and PNR history.
• Resolve ticket errors, and execute voids and refunds as appropriate.
• Issue tickets and use internal scripts, services and databases.
• Review, delete and restore price quotes (PQ).
• Verify ticket validity before staging a reservation for exchange.
• Be familiar with government, public and private fares.
• Review “Special Requests” added online and take appropriate action to support.
• Answer emails promptly from internal / external clients that need assistance.
• Notify the manager promptly of all matters of significance that require correction and take prompt action where necessary or suggest alternative courses of action which may be taken.
• Stay fully informed of all airline rules and regulations, tariffs (domestic and some international) and other industry requirements and accurately apply this information when processing tickets and / or exchanges.
• Utilize Sabre and internal applications to complete duties accurately and efficiently.
• Maintain sufficient account knowledge to assist clients without delay.
• Check queues daily to ensure accuracy and that all issued tickets are complete.
• Meet KPIs as outlined by management (e.g., productivity, transactions, etc.), including maintaining consistent attendance and adherence to the schedule.
• Follow ADTRAV policies, procedures, and approved workflows on how to service travelers.
• Provide excellent customer service in every interaction with internal and external customers. 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.
• Provide feedback to management on areas that require additional training.
• 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 :

ADTRAV Corporation an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.