Travel Experience Agent, VIP Services

How you’ll make an impact

As a Contractor on our Seat 1A Team, you will be our frontline ambassador meeting the day-to-day travel requirements of our clients. We need customer obsessed team members who can adapt to the changing landscape in travel and deliver exceptional outcomes for our clients.  You are passionate about helping people, obsessed with customer experience, and an expert in all things travel.

What You’ll Own:

• Assist VIP and Tier 2 customers with determining travel options and solutions that meet their business needs
• Ensure all aspects of travel are fully covered and verified for accuracy and quality
• Assist clients and support team members on any form of correspondence with customers providing travel related support. Examples may include but are not limited to;
• Initiating new full service reservations
• Familiarizing yourself with traveler preferences
• Assistance with the Spotnana app
• Providing the most efficient airline routes to securing optimal seating choices
• Offering a full range of fare class selections that include the lowest available fares
• Assist with changes to existing reservations and exchanging tickets
• Monitoring each leg of the reservation to ensure proper seating, communicating reconfirmation of black car service and phone contacts
• Preregister hotel securing amenity or upgrades
• Extensive knowledge and use of GDS (Sabre) and third party technologies
• Ability to leverage multiple technology solutions in combination to deliver a high quality service experience
• Regularly and proactively capture customer feedback, with clear analysis and proposed next steps
• Dedication to customer satisfaction and a willingness to do what it takes to get the job done, acting with tact and diplomacy and demonstrating excellent problem solving skills
• Act on customer requests including complex and lengthy specifications
• Provide clients with accurate travel and tech related help for information to assist with any client initiated changes and unexpected situations
• Ensures optimum customer service capabilities through the effective use of chat, email, phone systems and positive telephone service techniques
• Understands systems and internal navigation
• Collects data and feedback from customers to close the loop on potential app and customer issues
• Working hours may vary week to week based on project needs. May be required to work nights/weekends/holidays 

Experience to bring with you:

• 5 years experience in a customer facing service role specializing in VIP customers
• Highly accountable for ensuring quality and accuracy of each trip occurs without exception
• Sabre GDS experience required
• Proficient in providing travel related support solutions
• Knowledgeable in geography, including expedient, cost effective and preferred travel routes
• Strong organizational skills and the ability to multitask and prioritize in a fast-paced environment (chat/phone/email)
• Significant travel experience in a customer service role and find satisfaction in providing delight to those experiences
• Metrics driven as an indicator and motivator of success
• A skilled communicator, proficient in both verbal and written English who enjoys creating personalized verbal and written communication
• A team player who thrives in collaborating, giving and receiving feedback and lifting others up
• Curious thinker who loves to keep learning and thrives in a dynamic and ever-changing environment 
• Flexibility to work non-traditional shifts (early mornings, late evenings, weekends, and holidays), as we scale our support organization

Let’s talk compensation

This is an 6 month Contract position with up to 40 hours per week.

The compensation range is $25 - $30 per hour.