Air Booking Coordinator, Travel Services
About The Position
Road Scholar is a leading not-for-profit organization dedicated to creating educational travel adventures. They are committed to fostering a culture of inclusivity, belonging, and environmental sustainability. The Travel Services team is seeking a dynamic Air Booking Coordinator to manage domestic and international participant air travel bookings. This role involves providing excellent customer service, resolving issues, finalizing air arrangements, and making informed decisions based on participant and organizational needs. The position operates in a remote-first environment within a contact center setting.
Requirements
- Bachelor's degree preferred and/or comparable experience preferred.
- Excellent communication, decision making, persuasion, and closing skills.
- 1-2 years of 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-starter.
- Strong CRM and computer skills, with a capacity to learn new systems.
- Ability to thrive in change while maintaining consistency in a fast-paced environment.
- Solid written and oral communication skills.
Nice To Haves
- Amadeus or airline GDS experience is a plus.
Responsibilities
- Book domestic and international air travel for participants.
- Provide excellent customer service and resolve participant needs and issues.
- Finalize air travel arrangements.
- Become an expert in policy and procedure and make situation-based decisions.
- Sell a variety of travel options including domestic air, international, negotiated, and block space air.
- Qualify calls and provide 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.
- Handle airline schedule changes following each airline's guidelines.
- Resolve flight changes during world events, weather, or airline strikes.
- Assist participants on the Emergency Line as needed.
- Promote additional services for custom air participants, hotels, and upgrades.
- Educate participants on the benefits of competitive upgrade offers.
- Match and fulfill customer needs using 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.
- Foster relationships with Road Scholar participants through active listening and engagement.
- Navigate various computer applications, use search engine skills, and toggle between applications while on the phone.
- Satisfy or exceed Travel Services performance standards in accordance with goals, objectives, and metrics.
- Educate customers with sound solutions to increase air enrollments and enhance customer experience.
- Take 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
- Paid week off at the end of December
- Generous employee discounts on programs
- Access to obtain a Care.com membership
- Option to receive an IATA membership
- LinkedIn Learning access
- Other professional development opportunities
- Fully remote work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
