Is the first point of contact between the traveler and Travel Leaders Corporate. Tends to the needs of the traveler with an exceptional level of customer service. Provides a high level of consultation and accuracy during all aspects of the travel experience, including pre-booking consultation, the reservation process, pre-travel support and follow up post trip. Demonstrates in-depth travel industry knowledge, exceptional problem- solving skills, while maintaining the highest degree of professionalism and courtesy.
Schedule:Sun-Thurs 10pm-7am EST or 9pm-6am EST. Will consider applicants from any timezone in US.
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Provides day to day guidance to agent team within span of control
Ability to identify team strengths/development opportunities, identify top talent
Develops solid plans in place to plans in place to drive results
Monitors success measurements
Provides frequent and timely feedback through one on one interaction, team meetings, and other forms of communication for all direct reports
Provides both positive and constructive feedback as required
Completes HR interactions/functions as needed – including payroll
Clearly communicates the departmental vision and mission to all team members
Works closely to develop schedules, monitor attendance, align time for non- phone related work and coaching sessions
Lead training initiatives
Quality, Expense Management and Productivity
Work to mitigate expense due to quality errors
Reviews customer service reports monthly, completes appropriate analysis of issues, and works to quickly identify trends or issues within area of responsibility.
Closely monitors use of overtime, works with to align on optimal schedules and staffing requirements to reduce the need for overtime expense
Monitor all write offs and payouts, working with leaders to create strategies to mitigate payout risks
Reviews agent productivity measures, offers suggestions and develop process improvement plans
Client Sales & Satisfaction
Support the sales process with relevant operational insight and expertise
Develop and provide client reporting for Strategic Partnerships
Works closely with Director Fulfillment and Account Management to support new and existing client programs.
Acts as primary contact for day to day operational questions for internal and external clients
Works closely with all internal departments to ensure client program success
10 + years Corporate Travel selling experience, minimum 5 years as VIP or Concierge Agent
5+ years Customer service experience, preferably in the travel industry
GDS proficient with willingness to utilize multiple reservations systems
Mastery in Sabre GDS required
Specifically: GDS formats, short cuts, enhancements, pricing
Apollo GDS system a plus
Typing speed of at least 50 WPM
Must be proficient with both international and domestic destination Geography
Fluent with Microsoft office suite including Excel and Outlook
Exceptional/above & beyond, proactive customer service approach
Ability to handle multiple complex requests simultaneously and seamlessly
Comfort and experienced working with C-level travelers
Ability to retain and proactively obtain travel preferences
Perform unique requests with the utmost professionalism
Excellent travel industry knowledge
Corporate travel experience required
Expert in international travel bookings and process
Exceptional communication skills both written and oral
Outstanding attention to detail
Has strong understanding of own skill set and development opportunities
Takes direction, offers suggestions, and asks for appropriate guidance when applicable
Demonstrates exceptional teamwork
Proactively offers support when ability matches need
Acts as a leader among peers
Recognizes peers for support they have provided
Consistently demonstrates master of the guiding principles in daily work habits
Ability to provide constructive feedback to peers and leaders when appropriate
Ability to handle most difficult situations
May seek minimal guidance, but generally has solution at hand
Able to support peers in decision making
Knows when to escalate to a leader
Strong understanding of key TLC initiatives and employs strong change management skills consistently
Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
Internova Travel Group’s international family of travel brands stand out across the travel industry. Headquartered in New York City and active around the world, our extensive network of travel advisors assists travelers across the globe.