Experienced Travel Agent- Remote Late Night/Overnight/Weekends/ Holidays Mandatory

Nights, Overnight, Weekends, and Holidays Mandatory

JOB TITLE: Internal Travel Call Center Agent - Virtual Work From Home

DEPARTMENT: Customer Service

WORKER CATEGORY: Full-Time/Part-time

FLSA STATUS: Non-Exempt

POSITION SUMMARY:

MUST HAVE PRIOR TRAVEL AGENT EXPERIENCE

Internal Travel Agents work to book travel for our employees to book time sensitive travel. Will be trained to work back-up to the call center. Agents are responsible for incoming calls to the reservation center, processing reservations and changes in itinerary, and making alternative transportation arrangements in coordination with flight operations.

This is a virtual position. Must be available on weekends and holidays

JOBS THIS POSITION DIRECTLY SUPERVISES:

This position does not supervise others.

KEY RESPONSIBILITIES
• Answer calls and make reservations
• Work to stay within travel budgets
• Manage and resolve travel issues
• Provide employees and customers with flight, route, and pricing information
• Identify and escalate priority issues
• Respond to emails
• Monitor flights, reservations

POSITION REQUIREMENTS
Knowledge, Skills & Abilities:
• Strong interpersonal skills – ability to communicate in a very concise and effective manner with customers and supervisors
• Good listener and able to project a calm, steady demeanor in all interactions
• Stress tolerance and resilience
• Detail-oriented and self-motivated; able to work and meet deadlines under minimal supervision
• Ability to multi-task in an extremely high-paced environment
• Ability to work late evenings, weekends, and other hours as required by the Call Center schedule
• Ability to prioritize and execute with a sense of urgency and preciseness
• Ability to work effectively in a team environment and individually
• Ability to learn, understand and communicate the terms of the company’s Contract of Carriage
• Ability to become proficient in various software and reservation systems used
• Exceptional knowledge of geography

QUALIFICATIONS
Education:
• High School Diploma or GED
• Travel Certifications are a plus

Miscellaneous Requirements: • Valid driver’s license and reliable, hard-wired internet service • Advanced computer skills, pleasant phone skills, accurate data entry, and typing skills • Proficient with Microsoft Office Suite, specifically Outlook, Word, and Excel • Knowledge of customer service principles and practices • Ability to read, write and speak English effectively • Ability to work within a 24/7 operation, including holidays • Ability to pass a 10-year background check and pre-employment drug screen • At least 18 years of age • Authorized to work in the U.S. per the Immigration Act of 1986 • A quiet location, free from interruptions, in which to work; hard-wired internet with speeds capable of running company software and hardware • Foreign language is a plus

Work Experience:
• Two Years of Travel Agent experience
• Prefer prior airline reservations system experience
• Call center experience is a plus

Mental Requirements
• Level 2 - Ability to execute sound decision-making in a fast-paced environment.
• Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.
• Level 2 – Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.
• Level 3 – Requires a high level of concentration and a high level of attention intermittently. Generally, the approach to tasks may be consistent. Still, the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

Physical requirements: • Must have sufficient vision and ability to perform the essential functions of the position safely • Must be able to communicate through verbal, written, and electronic means • Must have physical dexterity sufficient to perform repetitive tasks and motions

Must be able to work extended hours on the phone and computer

Activity Approximate % of Time
Sitting or standing at a desk
95%
Walking/Standing
5%

Degree of Hand-Eye Coordination Required:
Computer
Varies

Phone
Varies

Photocopier, fax machine, scanner
Varies

Approximate percentage of time incumbent spends in “on-the-job” travel, including commuting to regular work locations: less than 5%

Job Types: Full-time, Part-time

Pay: $16.00 per hour

Schedule:
• 8 hour shift
• Evening shift
• Holidays
• Night shift
• Overnight shift
• Weekends only

Application Question(s):
• This position is weekends, holidays, and two other days during the week. Are you able to work each weekend?

Experience:
• Travel planning: 1 year (Required)

Work Location: Remote

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