Dedicated AccountRepresentative (DAR)

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.

The Dedicated Account Representative (DAR) will support an AmexGBT Ovation Global Financial Services client with the US program. This position will focus and support external client contacts and internal stakeholders including client solutions and traveler care for the US Travel program. This position will provide responsive high-touch service to the primary travel contacts as well as travelers. This role will divide time between serving as the primary point of contact to the key client stakeholders and providing traveler care alongside the Designated team of travel consultants. Additionally, he/she will be responsible for the following:

Key Responsibilities:

• Client facing role providing a proactive approach to manage daily client requests/requirements
• Act as the client’s primary point of contact for Operational/Sabre related inquiries:
• Weekly check in with client & CGM
• Collaboration with various stakeholders – Safety/security, comms, finance, administration, HR, C-Levels for approvals, EA leads
• Supports Travel Training programs for new and existing travelers/arrangers
• invoicing questions
• Client concerns
• File Salesforce Support Tickets on behalf of client issues
• Provide standard reports from Insights – setup to run to business unit contacts, (top travelers, average segment price, ADR (hotel & car). Insights (pre/post data): ad hoc reports as needed and scheduled push reports email subscription management – daily/weekly/monthly
• Support AmexGBT technology (NEO, CPR, GBT Account, Expert Auditor, Premier Insights Reporting, Chat, travel alerts etc.) implementation and general use scenarios
• Manage soft dollar airline programs and provide strategy on when to use and execution of usage (free tickets)
• Annual soft dollar airline maintenance, status upgrades, refund of non-ref tickets, etc.
• Updating Internal Intranet Travel site and travel blog
• Manage third-party billing and secure hotel folios to forward to client for reconciliation
• Supports Travel Policy adjustments and downline updates
• Assists and participates in implementation of new countries globally
• Client HR feed support
• Management and oversight of unused tickets and applicable client reporting
• Oversight and reporting of client’s multi-faceted travel programs and specialty groups
• Risk management reporting
• Profile maintenance and management
• Various client reporting (Insights and Premier Insights)
• Special projects
• Testing to ensure accuracy in GDS and online booking tool (contracts for air, hotel, and car pricing)
• Manage the loading and upkeeping of PRDS requests. Ensure air and hotel rates are loaded and accessible to all markets. Identify rate loading discrepancies to the appropriate representatives to ensure resolution.
• Support Hotel program for client rates negotiating globally and consolidated onto PRDS
• Gather and submit hotels negotiated globally by local office managers
• Support Supplier Relationship (air, hotel, car) meetings
• Support M&E Activity
• Collaborate with internal EMEA DAR and Global CGM on all clients initiatives and goals

Key Qualifications:

• Minimum 5-years’ experience in the travel industry
• Experience with Sabre, scripts, back office, and mid office processes
• Travel consultant skills / experience required – Senior Level
• Microsoft system skills, specifically Excel
• Professional communication – both written and verbal; ability to communicate with confidence, establish relationship trust, and create a credible impression
• Superior customer service skills
• Ability to work independently, be self-motivated, and take initiative
• Ability to find creative work-around for unusual situations
• Ability to work and negotiate with internal clients and airline partners
• Effective listening skills with ability to anticipate needs, quickly evaluate issues, determine root cause and solution, check for shared understanding, and address misunderstandings promptly
• Experience in a client-facing role
• Ability to work in a team environment
• Ability to manage multiple priorities and good time management skills

     

Location

New York, United States

     

The US national base salary range for this position is