Job details

VIP TRSA Travel Counselor

Role Summary

The role of the TRSA Traveler Counselor at GBT is to deliver a premiere service experience for travelers within the disabled community who require special assistance. Individuals in this role will be providing consultative, creative and timely travel solutions, using available tools and technology as needed. It is an exceedingly high touch service environment, where you will have true accountability for the service relationship and customer experience.

The role sits within our First Concierge platform and is part of a highly skilled virtual (at home) team of Corporate Travel Counselors. The role would report to a Team Coach.

We service customers 24 hours a day, 7 days a week, 365 days a year. Should you be hired for a daytime shift, you would not be requested to work evenings/overnights unless you choose that option/have a desire. Candidates receive top hourly wage, are eligible for skills based (dual GDS) compensation of $750 every six months as applicable and have the opportunity to work a variety of shifts including afternoon and overnight shifts; pay differential for our evening, overnight and weekend shifts ranges from 10 – 15% (contingent upon shift). KPIs: Hotel Revenue, Cost of Poor Quality, Customer Satisfaction, and transaction per hour relative to peer.

Principle accountabilities

The TRSA First Travel Consultant role has the following accountabilities:

Act as Travel Advisor and Consultant to travelers who may have varying mobility, auditory, visual or neurodivergent specialty needs.
Act as the point of sale on all travel requirements, arranging both routine and complex domestic and international business travel for air, road, rail and accommodation, utilizing various Global Distribution Systems (GDS’s) (Sabre/Apollo/Amadeus)
Assist with routine and non-routine traveler requests such as companion travel and concierge type services.
Provide consultation, solutions, and recommendations, from analysis and research on the best available fare/routing, ensure preferred air carrier and partners are recommended, whilst ensuring adherence to the customers agreed travel policy and requirements.
Ensure customer travel profiles are detailed and accurate, following internal compliance and regulatory requirements for all customers and locations supported.
Operate in a servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), call adherence, call service metrics and influencing the sale of preferred air and hotel partners.
Deliver highly personalized service, use positive telephone service techniques; act on special customer requests and maintain excellent client relations
As a TRSA First Travel Counselor, you are also accountable for ensuring you meet the servicing of your nominated account or clients travel requirements, whilst adhering to one’s nominated call schedule daily, reporting any variances in the workforce management scheduling tool and to your team leader or coach.

Previous Experience:

No less than 1-year corporate travel counselor experience, including detailed understanding of fares and ticketing rules, both domestic and international, land, air and sea travel.
Understanding and awareness of partner products and services, such as airline, hotel and vehicle or rail services.
Experience in working with at least one Global Distribution System (GDS) such as Sabre, Travel port or Amadeus
Experience working in a team, high touch service environment where performance is measured through both customer satisfaction, but also through meeting and exceeding key revenue and servicing targets.
Desired/not required; experiencing providing service to disabled travelers or passion/connection to individuals in this arena

Skills and Competencies:

Passion for delighting customers by delivering premium level, consistent customer service
Professional communication – both written and verbal; ability to communicate with confidence, establish relationship trust, and create a credible impression
effective listening skills with ability to anticipate customer needs, quickly evaluate issues, determine route cause and solution, check for shared understanding and address misunderstandings promptly
Attention to detail - ability to act with integrity, deal sensitively with personal and confidentiality traveler information
Change ready, ability to work under pressure, multi-tasking while maintaining a professional rapport
Learning agility and openness to feedback
Self-motivated, highly productive in a self-directed work environment; demonstrate initiative with a strong commitment to goals, objectives, and work ethic

Ability to make solid decisions POS/in the moment; fearless decision making

Interact and assist all customers of a distinguished level

Adept management of all communication channels (chat/email/telephony

Strategic thinking: process improvement, what brings value to our customers and GBT
Willingness to learn and expand skills; dual GDS, multi-country support

Location

United States - Virtual Location

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.

GBT 2023 Benefits-at-a-Glance

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

GBT Recruitment Privacy Statement

By American Express Global Business Travel

Powering Progress through TravelTo authentically live our purpose, we are focused on using the power of travel to drive progress in three key areas:Economic: Driving prosperity.Social: Bringing people and communities together.Environmental: Strivi...

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FUNDING

Other

INDUSTRY

Travel Agencies

TEAM SIZE

10000+

LOCATION

Hybrid, based in Jersey City, NJ

DATE POSTED