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 companys 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 drivers 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