Specialized Counselor- Entertainment Lead weekend American Express Global Business - Charleston, WV

United States

Full time

J-84816

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

This Traveler Care Team is seeking positive, energetic, customer-focused travel counselors to join our Global Entertainment Hub. This team provides end-to-end, full-scope travel services. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing and organized with excellent follow-through. Working from the comfort of your home, you’ll collaborate with your team to provide creative, timely, and outstanding travel service experiences.

• Frontline travel counselor support; guide team on policy, ticketing, customer service

• Prioritize workload, and direct team to ensure customer contracted SLAs are achieved

• Training and quality monitoring to ensure high level of service delivery is adhered to.

• Build strong relationships and communicate effectively with your team, leaders, clients, coordinators, and suppliers.

• Resolve disruptions, escalations, exchanges, waitlists, and complex fare issues.

• Provides feedback via one-on-one and mini-coaching sessions as needed

• Communicate effectively; sharing knowledge, industry and policy updates regularly

• Creates and maintains training, and reference materials

• Customer Service research and resolution

• Book and accurately manage global point of sale air, hotel, rail, and ground travel bookings.

• 5+ years of Travel Consultant and Customer Service experience.

• Advanced knowledge of global points of sale, and international routings.

• Proficiency in Native GDS (Sabre or Amadeus) and O365 products.

• Professional communication (written and verbal) and high attention to detail.

• Resolves customer issues quickly and independently.

• Ability to multitask in fast-paced, evolving environments and proactive follow through.

• Commitment to integrity, personal accountability, and initiative.

• Team-oriented mindset, positive attitude and openness to feedback.

• Background in Entertainment, News, Sports, Production, VIP or Publicity travel an asset.

Our Traveler Care unit operates in a 24/7 environment . We are hiring for weekend shifts, and shift flexibility is required.

The US national base salary range for this position is from $46,200 - $85,800

The national range provided includes the base salary that the company expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

United States

The US national base salary range for this position is from

$46,200.00 - $85,800.00

The national range provided includes the base salary that Amex GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance ()

Work and life:
Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and…