Emergency Service Travel Specialist

Description

This position is open to remote work in the following approved states: WI, AL, AZ, FL, GA, , IL, IN, KS, LA, MI, MN, MO, MT, NE, NC, ND, OR, PA, SC, TN, TX, VA, WV

As dedicated to treating associates as part of the Fox Family!

At Fox World Travel, we operate as one Fox with a find a way mentality, embracing our integrity and passion. We take pride in leading with our people-first culture, by providing genuine care and concern for our associates which in turn leads to authentic and superior customer experiences. We ve been able to create a culture where our associates can grow, learn, and succeed, and, in turn, exhibit the value we bring to every interaction and partnership.

The Emergency Service Travel Specialist provides after hours services for Fox World Travel clients, both domestically and internationally. The individual in this role is knowledgeable in all facets of business travel and provides excellent customer service to both internal and external customers.

Due to the nature of emergency travel services, this position requires the ability to work a flexible schedule, including evenings, overnights, weekends, and holidays. The ability to work all assigned shifts as part of a rotating schedule is an essential function of this role to ensure 24/7 coverage for our clients.

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Providing travel services for domestic, trans-border, and international itineraries.
• Counseling clients on efficient routes, lowest available airfares, and travel products/services.
• Ensuring optimum customer service is provided through effective use of computer systems and positive telephone techniques.
• Anticipating client needs and acting on special requests.
• Maintaining awareness and adherence to our clients’ procedures, programs, and policy guidelines.
• Consistent application of Fox World Travel best practices.
• Meeting and striving to exceed quality and productivity goals.
• Ability to work under pressure and effectively multi-task while maintaining professional rapport with clients.
• Assisting with projects when required.
• Assisting customers with online booking tool questions and fulfilling online reservations.
• Processing exchanges, voids, and refunds for travelers.
• Maintaining working knowledge of airline practices, programs & operations.
• Maintaining working knowledge of vendor loyalty programs.
• Maintaining high level of competency on Travelport+/Smartpoint GDS.
• Extensive knowledge of destination geography.
• Providing specialized services to VIP clients.
• Acting as a role model to reinforce superior customer service and professionalism.
• Assist in transitioning new team members.
• Striving for continual improvement through training and constructive feedback, in addition to identifying process enhancements
• Ability to work flexible night, weekend, and holiday hours and shifts as determined by business need and client call volume.
• Maintaining a favorable and collaborative working relationship with team members in all departments to foster an environment of trust and mutual respect.
• Driving standards and best practices whenever possible and effectively foster a culture of engagement.
• Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
• Other duties, projects and alternate assignments as determined by business need.

• 3-plus years related Business Travel experience OR equivalent combination of education and experience preferred.
• Exceptional customer service skills.
• The ability to work evenings, overnights, weekends, and holidays as scheduled.
• GDS proficiency required, Travelport+/Smartpoint preferred.
• Strong verbal and written communication, interpersonal and organizational skills.
• Friendly and professional demeanor
• Skilled in usage of a personal computer and various software packages.

• Personal effectiveness/credibility.
• Customer-focused and service-oriented skills.
• Problem analysis and problem-solving skills.
• Ability to embrace change and are receptive to coaching.
• Sound judgment and decision-making ability.
• Attention to detail and accuracy, to ensure all work is completed in a timely manner.
• Flexibility; ability to work efficiently and effectively with frequent interruptions.

Occasional business travel, overnight stay may be required for the following (but not limited to): training events, meetings, and/or to visit Fox World Travel locations.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential…