This person is a member of the Business Solutions Team. The Team is led by the company’s SVP, Business Solutions. With respect to the team of Support Agents, they are led by two Supervisors.
A Support Agent’s primary function is “file finishing,” or, performing quality control review and related tasks for travel reservations made by an end-user (traveler) using a corporate online booking tool (e.g., Concur Travel, Deem).
Support Agents also provide general Reservation Center (office) support by completing tasks such as answering the phone at the reception desk; calling or holding for an airline, hotel, car, limo or rail vendor; faxing documents; filing documents; completing “direct bill” forms for travel suppliers; and other administrative tasks.
This position requires a highly organized, detail-oriented, logical thinker who can quickly grasp new vocabulary and industry-specific concepts. Individuals committed to lifelong learning are a good fit for this position.
Job Requirements: •Accurate completion of at least 1,000 ticketed passenger name records (PNRs) per month.
•Demonstrable comprehension of industry–specific air carrier terminology such as aircraft, flights, classes of service, city codes, passenger services, frequent flyer programs, infant/child travel, discussing reservations directly with carrier, in-flight services, air fares and basic fare calculation principles, electronic ticketing, forms of payment, refunds and exchanges.
•Demonstrable comprehension of industry-specific terminology in regards to car reservations including but not limited to special equipment, additional fees, insurance, policies, procedures, codes and pricing.
•Demonstrable comprehension of industry-specific terminology in regards to hotel reservations including but not limited to rate structure, property and room classifications, types of hotels and brands, codes, reservation procedures and preferences.
•Demonstrable understanding of and ability to use Global Distribution System (GDS)
•Able to assist with hotel direct billing and virtual payment (“P-log”) systems
•Ability to communicate clearly and effectively, particularly with end-user travelers; strong customer service skills
•Sitting for long periods of time, e.g., an 8-hour shift with appropriate break periods. Individuals must be seated at a desk with a dual-monitor computer and telephone. Individuals are required to answer the telephone and type on the computer’s keyboard. Headsets for the telephone are available.
•Some bending and lifting is required (up to 30 lbs.)
Minimum Travel Experience Required