Airline Support Specialist - Minneapolis, MN

Accommodations Plus International•Minneapolis, MN

1d•Onsite

About The Position

The Airline Support Specialist supports an airline partner onsite at its office, processing hotel and ground transportation reservations, building successful partner relationships, and providing professional, courteous, and friendly customer service. This is a full-time, onsite, non-exempt hourly position on a PM shift. Schedules may be either four 10-hour days or five 8-hour days, depending on business needs. Weekend, holiday, and overtime availability is required. The role serves as API’s onsite liaison with the airline partner and processes requests through API’s Operations system. The specialist follows through on transactions, resolves customer concerns, coordinates with vendors, and adapts to irregular airline operations, including extended schedules and on-call work when needed. The employee must pass initial API Operations Agent Training and maintain certification through annual recurrent training. The position operates in a professional office environment and routinely uses standard office equipment. 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 represent API positively in customer-facing situations.
Excellent interpersonal skills.
Ability to work in a fast-paced environment.
Strong telephone etiquette and writing skills.
Excellent computer skills.
Ability to multitask and prioritize.
Detail-oriented, with strong organizational skills.
Flexible schedule and availability to work weekends and holidays.
Ability to work overtime when needed.
Ability to pass required initial and annual recurrent API Operations Agent Training.

Nice To Haves

Knowledge of airline crew scheduling.
Prior experience with GDS, hotel reservation systems, airline reservation systems, or related functions.
Customer service background.
Airline, hotel, or travel experience.
Second language skills.

Responsibilities

Serve as API’s onsite liaison to the airline partner, providing support, guidance, and training.
Process airline client requests through the API Operations system; assess customer needs and respond promptly, accurately, knowledgeably, and professionally.
Follow up on client requests and transactions through completion, with a focus on client satisfaction.
Alert a supervisor to critical matters requiring management involvement or that could adversely affect the client or API.
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 by researching and presenting fact-based solutions.
Use available tools and methods, including phone, email, fax, and reservation systems, to track and meet client needs and expectations.
Adapt to irregular airline operations and unforeseen situations, including extended work schedules and on-call work outside regular hours when needed.
Learn and maintain knowledge of API call center methods and reservation systems.
Pass initial API Operations Agent Training and maintain currency through annual recurrent training.
Perform other duties and responsibilities as business needs change; potentially take on additional information-protection or assurance responsibilities if designated.