What are the responsibilities and job description for the Travel Support Representative position at Great American Recruiting Co?

Who We Are

Our client is the global leader for airline and railroad crew accommodation solutions, who are changing the way businesses manage travel. Their technology platform streamlines the entire planning process, making day-to-day operations more efficient and elevating the experience. Our client's proprietary technology, mobile solutions and our experienced team are positioned to offer their customers a complete, end-to-end platform that integrates seamlessly into their process.

We are looking for dynamic, creative, and tech savvy individuals to join a growing and progressive team. If you are passionate about hard work, providing impeccable service, technology and solutions to clients, then thiis may be a great fit for you!

Position Description

Job Title : Travel Support Specialist
Location : Onsite at Railroad Partner
Mid town, Atlanta, GA
Hours : Midnight to 8 : 00 am / 5 days per week / weekends and holidays required / holiday pay and overtime $33 per hour.

Summary :

The Travel Support Specialist provides the railroad partner, travel support services onsite at their office location in Atlanta. In this role, the Specialist processes hotel and ground transportation reservations, cultivates successful relationships with partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers.

NOTE : 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 the on-site liaison with the airline partner, providing support, guidance and training.

Process client requests received from the client through the our proprietary 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 adversely.

Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client's employees.

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 accommodate needs arising from the changing dynamics of client's employees' 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 the call center work methodology and reservation systems to best serve the clients in the most efficient and professional manner.

Achieve a passing score on initial Operations Agent Training. Maintain updated knowledge and skill sets through annual recurrent training classes.

Passing score required to certify completion.

NOTE : 3 week fully paid training program in New York CIty. All training provided and paid for by employer.

Competencies

Knowledge of travel 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 a plus.

Position Type and Expected Hours of Work

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

Required Experience

Ability to positively present services in customer facing situations.

Customer service background is a plus.

Airline / Hotel / Travel experience is a plus.

AAP / EEO Statement

We are 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 isdedicated 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.

Salary : $33

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