Airline Support Specialist - Texas

Accommodations Plus International•Fort Worth, TX

2d•Onsite

About The Position

The Airline Support Specialist supports an airline partner onsite at its office, processing hotel and ground transportation reservations and building successful relationships with the partner while providing professional, courteous, and friendly customer service. The role serves as API’s onsite liaison, handles requests received through the API Operations system, and follows through on transactions to ensure client satisfaction. The position begins as temporary employment and may convert to a permanent full-time role after 90 days, subject to performance and business requirements. A flexible schedule is necessary; weekends, holidays, overtime, extended hours, and on-call work may be required, particularly to respond to irregular airline operations. The role involves negotiating with hotels, ground transportation providers, and other vendors; researching and presenting fact-based solutions; resolving client disagreements professionally; and escalating critical issues to a supervisor. The specialist uses communication channels and reservation systems to track and resolve requests, and maintains knowledge of API’s call center methods and systems. The position requires passing initial API Operations Agent Training and annual recurrent training. This position operates in a professional office environment and routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines. Duties and responsibilities may change according to business needs. Additional responsibilities may apply if the employee is designated as a Data Protection Champion, Senior Information Risk Owner, or Information Assurance Accounting Officer.

Requirements

Ability to positively represent API in customer-facing situations.
Excellent interpersonal skills.
Ability to work in a fast-paced environment.
Strong telephone etiquette.
Excellent writing skills.
Excellent computer skills.
Ability to multitask and prioritize.
Detail-oriented, with strong organizational skills.
Flexible schedule, including availability to work weekends and holidays.
Ability to work overtime if needed.
Pass the initial API Operations Agent Training and annual recurrent training.

Nice To Haves

Knowledge of airline crew scheduling.
Prior experience with GDS systems, hotel reservation systems, airline reservation systems, or related functions.
Customer service background.
Airline, hotel, or travel experience.
A second language, preferably Spanish.

Responsibilities

Serve as API’s onsite liaison with the airline partner, providing support, guidance, and training.
Process client requests received from the airline through the API Operations system.
Assess customer needs and provide prompt, well-informed, accurate, and professional responses.
Follow up on client requests and transactions and ensure tasks are fully completed and client satisfaction is addressed.
Alert a supervisor to critical issues requiring management involvement to resolve or prevent adverse impacts.
Negotiate with hotels, ground transportation providers, and other vendors to achieve the best outcome for the client and API.
Resolve client disagreements calmly and professionally.
Research and present fact-based solutions to meet client needs.
Use available tools and methods, including phone, email, fax, and reservation systems, to track requests and provide solutions.
Adapt to irregular airline operations, including schedule changes and unforeseen situations; work extended schedules or on call when needed.
Learn and maintain knowledge of API’s call center methodology and reservation systems.
Pass initial API Operations Agent Training and complete annual recurrent training with a passing score.
Perform additional responsibilities if designated as a Data Protection Champion, Senior Information Risk Owner, or Information Assurance Accounting Officer.