Air Booking Coordinator, Travel Services

Road Scholar • Boston, MA

1d • Remote

About The Position

Road Scholar is seeking a dedicated and talented Air Booking Coordinator to join their fast-paced Travel Services team. This role is responsible for booking domestic and international air travel for participants, providing excellent customer service, resolving customer needs and issues, and finalizing air arrangements. The coordinator will become an expert in policy and procedure, making situation-based decisions to benefit both the participant and the organization. Road Scholar offers a remote-first work environment in a private workspace with direct internet access via ethernet cable. This position operates in a contact center environment, Monday - Friday, 9:00 am - 6:00 pm Eastern Standard Time, and is seeking applicants in the Eastern and Central time zones of the United States.

Requirements

• Bachelor's degree preferred and/or comparable experience preferred.
• Excellent communication, decision making, persuasion and closing skills a must!
• 1-2 years’ experience with Air Travel preferred.
• Demonstrated sales and customer service skills, including negotiation, closing capabilities and solid knowledge of airline negotiated fares.
• Strong team contributor; ability and willingness to work hard to achieve team objectives.
• Results driven-- Enthusiastic, motivated, self-starters.
• Strong CRM and computer skills, with a capacity to learn new systems; Amadeus or airline GDS a plus.
• Ability to thrive in change while maintaining consistency in a fast paced environment.
• Solid written or and oral communication skills.

Nice To Haves

• Amadeus or airline GDS experience is a plus.

Responsibilities

• Sell a variety of travel options including domestic air, international, negotiated and block space air.
• Qualifies calls and provides the best schedules and pricing for customers to enable first call resolution.
• Manage inbound and outbound participant calls.
• Create preliminary itineraries for all TCA enrollments.
• Handles airline schedule changes following each airlines guidelines.
• Resolves flights changes during world events, weather or airline strikes.
• Assist participants on our Emergency Line as needed to resolve situation.
• Promote additional services for custom air participants, hotel and upgrades.
• Educate the participant on the benefits of our competitive upgrade offers.
• Match and fulfill customer needs; effective closing skills, solid judgment and understanding of company/airline policy.
• Make sound business decisions based on situational events with a strong focus on customer satisfaction, creating a culture of participants who are promoters of the Road Scholar brand.
• Foster relationships with Road Scholar participants through active listening and engagement.
• Navigate various computer applications, use your search engine skills and toggle between applications while on the phone.
• Satisfies or exceeds Travel Services performance standards in accordance with goals, objectives and metrics.
• Educate customers with sound solutions-- increase air on enrollments and enhance customer experience.
• Takes ownership of customer interaction and experience.

Benefits

• Medical, Dental and Vision Insurance (with a substantial employee subsidy!)
• 403(b) Retirement Plan with a company match of 5% after 1 year of employment!
• Up to 20 days of PTO annually, accrued every payroll cycle
• A paid week off, in addition to your PTO, at the end of December to enjoy the holiday season!
• A generous employee discounts on our programs
• Access to obtain a Care.com membership
• Option to receive an IATA membership
• LinkedIn Learning access
• Other professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree