Air Support Specialist; Temp Seattle

A bit about the role:

At HX our purpose is to awaken people to the beauty and fragility of the planet, with adventure that reignites a sense of wonder. We take curious travellers to incredible destinations, sustainably and in true expedition-style. We bring them off the beaten track, to special destinations across the Arctic, Antarctic, Galapagos, British Isles, Alaska, Northern Norway, and Central / South America.

As one of the core teams at HX, the Air Product Team owns a critical part of the guest experience, enabling us to help our guests reach destinations around the world. The Air Support Specialist is responsible for supporting our front-line sales team members, who will be booking flights via Amadeus, as well as assisting other Air Team member with booking changes, ticketing, and flight operations tasks (e.g., manifests, seating).

This role will primarily be oriented toward supporting the US market, and work hours will be aligned with the US West Coast (PST) time zone. This is a temporary role with a fixed term of 6-month.

Please send us your CV as soon as possible, as interviews are conducted continuously, and the position may be filled before the Final date to receive applications.

• Be a subject matter expert in all Air-related systems, reports, and procedures including GDS (Amadeus), booking systems, payments (IATA BSP/ ARC experience beneficial).
• Issue/refund tickets, manage ADMs/ACMs, apply NEGO/CORP fares and multiple tour codes.
• Resolve complex cases incl. involuntary changes, fare audits, and group bookings.
• Proactively coach and train front-line sales team on flights booking systems to ensure our team can effectively complete customer bookings and understand the design of our air products and our unique value proposition (vs competitors) in these products.
• Complete complex booking changes/ updates that cannot be completed by front-line sales team.
• Support projects related to air operations and services, as needed
• Support with ARC-related activities (DSS review, checking void deadlines, queue and ticketing accuracy checks, processing refunds and exchanges, etc.)

• In case of emergency situation, take part on the on call out of hours emergency phone a rotation basis to ensure that the fleet is supported 24/7.

Minimum 3-years’ experience in a similar role in the travel industry.

Strong knowledge of travel operations and logistics, especially with experience in managing travel logistics in remote destinations with limited infrastructure.

Experience in coaching and/or training teams on flight systems, preferably Amadeus.

Proficient knowledge of flight booking systems (Amadeus required, Sabre preferred), documentation procedures and other processes

Excellent knowledge of GDS Systems;
Agent Command Pages, Back office & Agency Management functions, Script & Software Development Kits.

Excellent Industry knowledge and reservation skills for domestic and international reservations to include air, hotel, rail, and ground transportation

Analytical skills and statistical background

Proficiency in MS Office applications including Outlook, PowerPoint, Word, and Excel.

• Fluent English; other languages (German, French) beneficial
• Comfortable learning new software and systems.
• Clear and effective communication with internal and external stakeholders.
• Ability to manage tasks and responsibilities in an ever-changing environment.
• Experience working in a multi-national organisation with a global guest mix.
• Ability to multitask and prioritize work independently, with ability to follow specified working schedule and tasks
• Strategic mindset, but comfortable drilling down into details and data
• Structured and analytical approach to problem-solving and decision-making
• Highly collaborative and a dedicated team player, with ability to collaborate across functions to deliver on business goals
• Clear and effective communication
• Effective and inspirational leadership and collaboration

• Approach work with an emphasis on attention to detail and accuracy to minimize mistakes.
• Effective & confident communication…