ADTRAV is seeking a Travel Consultant – After Hours/Evening and Weekends to be responsible for all aspects of travel management for our clients. This includes conversing with customers through multiple communication channels to determine destination, mode of transportation, travel dates, financial considerations and accommodations required. The Travel Consultant will also be responsible for booking and issuing domestic and complex international airline itineraries, hotel reservations and car and train reservations through a GDS system.
The working schedule for this position varies but generally includes three shifts during the week between 7pm-2am CT and two 12-hour shifts on the weekend (e.g., 9am-10pm CT, 10am-11pm CT). There are shift differentials in this position (evening, night, and weekend). In addition, it is required to work on holidays and there is a holiday pay differential.
This position has access to data and travelers as part of government contracts. Candidates for this position are required to be a US Citizen per contract requirements and pass extensive government clearances, that include reviewing criminal history, credit, employment, and IRS tax information.
Essential Duties and Responsibilities include the following:
- Answer calls and emails promptly from clients who are requesting new travel arrangements or changes to existing itineraries.
- Utilize Sabre to book and issue airline, hotel, car, and other reservations, 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.
- Maintain service non-stop programs such as preferred vendors, Waiver/Favors, RezCritiques, and Vacation Referrals.
- Provide travel expertise to clients.
- Send quotes for international travel; break rules down to see if there are restrictions or are non-refundable, understand open skies and FAA rules.
- Meet KPIs as outlined by management (e.g., productivity, transactions, etc.), including maintaining consistent attendance and adherence to the schedule.
- Communicate with airlines on flight changes, seating, and upgrades and provide updates to the client as needed.
- 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 2 years of experience booking domestic and international travel; complex international a plus.
- Experience using a GDS System; Sabre required, Amadeus a plus.
- Highly knowledgeable of city, airline, hotel, and car rental codes.
- Knowledgeable of government travel requirements, visas, and passports.
- Understanding of federal travel regulations, Fly America Act and Open Skies Agreement.
- 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.
- Experience with Microsoft Office suite (Outlook, Word, Excel).
- 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 priorities simultaneously and complete tasks with minimal supervision.
- Strong organizational and problem-solving abilities.
- Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
- 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 maintain confidentiality of company and client information.
- Able to work a schedule that is evening, night, overnight, and weekends; the afterhours schedule falls between 7pm-7am CT. In addition, able to work on holidays.
- Able to successfully pass a credit, criminal, and/or employment reference background check.
- This position has access to data and travelers as part of a government contract, and it is a requirement of the contract for individuals to be a U.S. citizen. Candidates must be able to show proof upon hire that they meet this requirement.
- Able to successfully pass a government clearance process as required by clients.
The base pay rate for this position starts at $24-26/hour but we may consider other rates based on experience booking corporate, government, and complex international travel. In addition, there are pay differentials for working evening, overnight, and weekend hours that increase the hourly rate. There are opportunities for quarterly bonuses based on meeting outlined KPIs. ADTRAV offers a competitive benefits package that includes medical, dental, vision, life, disability, Flexible Spending Accounts, 401(k), and PTO.
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.
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