Travel Consultant - Team Lead

ADTRAV is seeking a Travel Consultant – Team Lead to be responsible for all aspects of travel management for our clients and serves as the lead for a group of accounts under the guidance of our operations management team. This includes conversing with customers through multiple communication channels to determine destination, mode of transportation, travel dates, financial considerations and accommodations required. The Travel Consultant – Team Lead will also be responsible for booking and issuing domestic and international airline itineraries, hotel reservations and car and train reservations through a GDS system and assisting other agents with their booking requests.

Essential Duties and Responsibilities include the following:

• Work with the management team to support the day-to-day operations of a group of accounts.
• Act as a subject matter expert and assist agents with questions or issues, being a first level support for agents on applications, processes, procedures, and policies. Escalate issues to management as needed.
• Assist management team with agent training on the accounts and the policies and procedures of the team.
• Execute Sabre spectra’s, ensuring transactions are processed supporting contractual requirements.
• Assist with overseeing queue management and ensuring that all tasks within the team are completed within Service Level Agreements.
• Ensure tickets are issued and assist with issuing if needed.
• Identify process and workflow efficiencies and training opportunities and provide recommendations to management on how to improve.
• Assist with updating job aids and other documentation on the accounts.
• Act as a liaison with clients when management is not available. Research customer service issues through resolution at the direction of management.
• Answer calls and emails promptly from clients who are requesting new travel arrangements or changes to existing itineraries.
• Utilize Sabre to book and issue airline, hotel, car, and other reservations, accurately and efficiently.
• Maintain sufficient account knowledge to assist clients without delay.
• Check queues daily to ensure accuracy and that all issued tickets are complete.
• Maintain service non-stop programs such as preferred vendors, Waiver/Favors, RezCritiques, and Vacation Referrals.
• Provide travel expertise to clients.
• Send quotes for domestic and international travel, decipher fare rules, understand open skies and FAA rules and be able to assist in training agents on these topics.
• Meet KPIs as outlined by management (e.g., productivity, transactions, etc.), including maintaining consistent attendance and adherence to the schedule.
• Communicate with airlines on flight changes, seating, and upgrades and provide updates to the client as needed.
• Follow ADTRAV policies, procedures, and approved workflows on how to service travelers.
• Provide excellent customer service in every interaction with travelers. Show empathy and be able to identify and solve traveler issues.
• Communicate effectively with other agents and employees to solve problems, gather information, and service travelers.
• Become knowledgeable in ADTRAV's industry and customer base.
• Participate in ongoing training to continuously build knowledge and skills in the industry.
• Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
• Adhere to company policies and procedures.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• At least 2 years of experience booking domestic and international travel; complex international a plus.
• Experience as a senior travel consultant or mentor a plus.
• Strong international background in both geographical locations and rate structures.
• Experience using a GDS System; Sabre required, Amadeus a plus.
• Highly knowledgeable of city, airline, hotel, and car rental codes.
• Understanding of federal travel regulations, Fly America Act and Open Skies Agreement.
• Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
• Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
• Ability to consistently deliver excellent customer service, internally and externally.
• Experience with Microsoft Office suite (Outlook, Word, Excel).
• Excellent English written and verbal communication skills.
• Excellent listening skills; able to listen to and respond to the traveler’s needs and clarify as needed.
• Strong attention to detail with emphasis on accuracy and quality.
• Highly self-motivated and able to manage multiple priorities simultaneously and complete tasks with minimal supervision.
• Strong organizational and problem-solving abilities.
• Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
• Exhibits leadership traits to motivate, communicate, and provide feedback.
• Exercises discretion and judgment when providing feedback, guidance, clarification, and training.
• Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
• Ability to work remotely and meet the company home-office requirements.
• Able to sit and work at a computer for extended periods of time, without leaving the work area.
• Able to maintain confidentiality of company and client information.
• Able to work a schedule that falls between Monday-Friday, 7am-7pm CT. Able to work some weekends as needed.
• Able to successfully pass a credit, criminal, and/or employment reference background check.