Job Description
Travel Experience Counselor II 24hr Shared Team (Virtual) – (220000BX)
CWT is one of the world’s leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected anywhere, anytime, anyhow and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.
Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.
In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company and we will get there by moving forward together.
Position overview
Traveler Experience (TX) is seeking for a Travel Counselor II who will provide consultative customer support services to clients via multiple channels , positive, energetic, highly-skilled, customer-focused, senior-level travel counselors to join our virtual 24x7x365 NORAM After Hours Team.
Our clients rely heavily on this team to assist in situations where they need support outside of business hours. Requests are oftentimes near or on trip and impacted by weather delays and other impacts to the industry at large.
Shifts are nights, weekends, holidays and are shift-differential eligible.
The right candidates must have the ability to thrive as a positive individual contributor in a fast-paced, first-call-resolution oriented, after hours environment.
Position Description
- Creates and accurately completes moderately complex travel requests (air, hotel, car, rail) as the after-hours service for our NORAM customers
- Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation
- Resolves moderately complex problems with potentially non-standard and multi destinations, ticket exchanges, last minute changes, and complex fares
- Responds to requests (phone) promptly, completely, and professionally
- Demonstrates excellent professional customer service and problem resolution skills
- May manage first level customer complaints/escalation (pre-travel or on-trip)
- Effectively demonstrates patience, empathy, understanding while controlling the contact
- Ability to work and adapt in a constantly changing, fast paced environment
- Assignments include both routine and non-routine work
Qualifications
Position Requirements
Experience Required
- High School diploma
- 2+ years of experience working in a customer service environment that includes 2+ years as a travel counselor
- Call Center experience is a plus
Knowledge, skills and abilities
- Strong verbal and written communication skills
- Strong attention to detail
- Impeccable customer service skill set and error-free %
- Great active listening and information gathering skills
- Proactive consultant – solutions oriented and accountable
- Highly skilled on Sabre GDS preferred, Amadeus is a plus
- Able to use current technology and easily adapt to changes in technology as they come. Must be able to thrive in an ever-changing technical environment.
- Ability to work flexible hours including nights, weekends, holidays and adjust shifts as needed for coverage
- Microsoft Outlook, Word and Excel
CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
CWT is fully committed to the health and wellbeing of its employees. CWT can only offer employment to those applicants in the United States that are fully vaccinated as of January 4th, 2022.
As part of the application and / or offer process, you will be asked to provide evidence of your vaccination or exemption status and this evidence will be retained in your personnel records.
Primary Location
: US-United States
Work from home: Yes
Employment type
: Standard
Job Family
: Travel Counselors
Scope: Regional
Travel
: No
Shift
: Day Job
Organization
: TX_Operations_All Countries (Non-GSC)
Experience Level: 1 to 3 years