After Hours Travel Counselor

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.

 

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Overview of Role:

The Afterhours Service Traveler Consultant role at Ovation Travel is to deliver exceptional travel service experience for our Corporate Business Customers. By working together as a high performing team, our Travel Counsellors provide exceptional traveler care, first call resolution and the highest quality of customer service to Ovation Travel and Lawyers Travel corporate clients.

Key Responsibilities:

• Afterhours supports evenings, weekends, and holidays
• Shift: 6p-10p ET Wed-Fri and 9a-630p ET Sat/Sun – total 30 hours
• Option of an additional shift available to extend to 40 hours
• Pay premiums for weekend hours
• Responsible for servicing all Ovation and Lawyers Travel Corporate Business accounts
• Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, utilizing Sabre.
• Complying with all legal standard requirements, which include mandatory training, compliance, and sanctions
• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators.
• Follow internal compliance and regulatory requirements for all customers

• Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
• Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
• Express enthusiasm and energy within the organization and always act according to company ethics, values and Compliance guidelines.

Key Qualifications and Attributes:

• Detailed understanding of fares and ticketing rules, for car, air, hotel travel
• Knowledge and experience of:
  • Air, rail, hotel, car booking
  • Calculating and Processing exchanges
  • High proficiency in Sabre - minimum 3 years
• Experience working in a high touch service environment where performance is measured
• Experience working in a team
• Background in Business Travel required
• Passion for Excellence in Client Service
• Excellent Professional Communication
• Detail-oriented - ability to act with integrity, and deal sensitively with personal and confidential traveler information
• Ability to research and resolve customer service and traveler issues independently and /or with supplier
• Problem Solving, with a process improvement mindset
• Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting, and adapting to change quickly and professionally
• Ability to positively influence team and peers
• Learning agility and ability to act on constructive feedback
• Possess a strong understanding of travel trends and industry best practices

     

Location

United States - Ovation - Virtual

     

     

The US national hourly wage range for this position is from $20.00 to $35.00 per hour.  The national range provided includes the hourly rate that GBT expects to pay for the role.  Actual hourly wage rate will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

This role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance.  For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

     

     

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tu