Lead Counselor

Job Description – Lead Travel Specialist - TEC III - Entertainment News Media Client

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.

CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience. Joining CWT means being part of a market-leading global company, working in a multi-cultural and entrepreneurial environment.

In the Traveler Experience organization, we provide more than just one booking. Through the combination of people and technology, we are focused on the complete travel experience – delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company, and we will get there by moving forward together.

Evening and Overnight shifts only.

• Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer focused, Senior-level Travel counselor to join our Global Entertainment Client Hub as the Lead Travel Counsellor. This team provides end-to-end, full-scope travel services for the highest-level travelers of our client account in the Entertainment, News/Media, Sports professions. 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 to jump in to lend a hand and organized with excellent follow-through.
  
  Travel counselors would be supporting global accounts, including booking for travelers in multiple countries. The Lead Travel counselor will be supporting a global account, including booking for travelers in multiple countries.
• Position is Evening shift with some overnight shifts.

• Assists Travel Counselors on a real-time basis with questions related to client specific policies, standards in creating Passenger Name Records, and questions related to the use of various technical tools.
• Monitors call and email queues to ensure timely servicing of inbound contacts; participates on “MOD” real time rotation when required.
• Creates or maintains training documents with current processes and procedures.
• Schedules and training new and existing counselors on new clients, scope and/or processed.
• Assists Team Leader with monitoring customer service and technical skills and provides immediate feedback.
• Communicate new information to ensure consistent procedures are followed.
• Provides feedback via one-on-one and mini-coaching sessions as needed.
• Maintains appropriate level of confidentiality for information shared/observed by position.
• May function as a SME with specific client or scope knowledge and/or serve as the customer point of contact.
• Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (VIP, Concierge, Film/TV Production, News and Publicity) travelers.
• Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation – entertainment client sector requires a high level of creativity and booking in obscure production locations at times.
• Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.).
• Use available online resources to ensure compliance with clients’ travel policy.
• Advises clients of international travel requirements such as visas, passports, immunizations, etc.
• Operates within general procedures with supervised results and under minimal direct supervision.
• Interacts with travelers, travel arrangers, and travel managers with highest level of quality and…