D&G Travel Consultant II- Hybrid ESC Phones/Non Phone Fulfillment - Virtual; Weekend , x
Listed on 2025-12-30
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Customer Service/HelpDesk
Customer Service Rep, Bilingual, HelpDesk/Support, Call Center / Support
Do you love to help people, like to solve problems, and enjoy working in a dynamic environment? If the answer is yes, we should talk.
Many of the world’s best known and biggest companies and governments around the globe rely on CWT to keep their people connected – anywhere, anytime, anyhow – by providing an efficient, safe and secure business travel experience.
Be at the heart of our businessAs a travel counselor, you will provide outstanding customer service to defense and government travelers before, during and after their business trips. Through our winning combination of outstanding people and innovative technology, we’re focused on ensuring that the travel experience of our customers is unforgettable from start to finish, for all the right reasons.
And as part of the Traveler Experience Defense & Government organization, you’ll be at the forefront of providing that exceptional experience. Beyond making bookings, you’ll play a key role in delivering a safe and enjoyable journey to our clients’ traveling employees.
Travel Reservation and Fulfillment Agent- Creates and completes travel arrangements (car, hotel, air, rail) for both domestic and international travel received via phone call, queue placement, or email for moderately complex accounts
- Ensures reservations for multiple clients are built according to each account’s client standards and preferences
- Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation
- Resolves moderately complex problems with potentially non-standard and multi‑destination ticket exchanges and complex fares
- Reviews unused airline ticket records and accurately calculates full and partial refunds according to airline tariff rules
- Provides transaction processing services to fulfil bookings, issue tickets/vouchers and invoices
- Processes AQUA/local system rejects and vendor messages, manual ticketing and fulfilment, queue management, queue teams, quality control, ticket issuance (i.e., exchange desk), and post‑booking actions
- Escalates more complex problems to more experienced staff
- Assignments include both routine and non‑routine work
- Position requires frequent change of work assignments based on incoming volumes
- May perform other duties as backup to understaffed areas of department as assigned
- May be required to assist with department related projects and implementations (clean‑up, startup, closeout, etc.)
- Work as part of a team covering a 24/7 environment (shifts can change/rotate) in a shift that will include weekend days and holidays
Joining CWT means becoming part of a collaborative, close‑knit, global community. Our "people first" ethos starts with our colleagues. As a member of the CWT team, you’ll see that our core value of caring runs deep. It goes beyond the confines of our company too.
Experience & Education- Education:
High school diploma or country equivalent - Experience:
2+ years industry experience - Corporate and/or Government travel counselor experience
- Contact center experience
- Experience issuing airline tickets preferred
- English fluent – written and spoken
Skills and Abilities
(KSAs)
- Detail‑oriented to ensure high level of accuracy
- Basic MS Office;
Word, Excel, Outlook, Power Point - Capable of working with minimal supervision
- Able to thrive in a fast‑paced, ever‑changing environment
- Government accounts require ability to pass an extended government background check
- Skilled in GDS;
Sabre preferred - Good verbal and written communication skills
- Hands‑on paid training
- Competitive compensation – including shift differentials, referral bonuses and supplier incentives
- 3 weeks of vacation, 14 days of paid holidays, and 7 days of sick leave each full year
- Both on‑site and home‑based positions available
- Flexible working options: full‑time, part‑time, nights and weekends
- Medical/dental/vision
- 401(k) match and Health Savings Account contributions
- Employee discounts and supplier incentives
- Employee Assistance Program and Employee Resource Groups
Because…
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