Airline Support Specialist - Minneapolis, MN

Accommodations Plus International•Minneapolis, MN

14h•Onsite

About The Position

The Airline Support Specialist supports an airline partner onsite at its office. The role processes hotel and ground transportation reservations, builds successful relationships with the airline partner, and provides professional, courteous, and friendly service to customers. This is a full-time, onsite position working a PM shift. Schedules may be either four 10-hour days or five 8-hour days, depending on business needs. Weekend, holiday, overtime, and on-call availability may be required, including extended schedules during irregular airline operations. The specialist serves as API’s onsite liaison to the airline partner, processes client requests through API Operations, assesses customer needs, follows through on requests and transactions, and escalates critical matters to a supervisor. The role also involves negotiating with vendors, resolving disagreements professionally, researching fact-based solutions, and using communication and reservation tools to meet client needs. Employees must complete initial API Operations Agent Training and annual recurrent training, earning passing scores. The role operates in a professional office environment and routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines. Employees are regularly required to talk or hear and frequently required to stand, walk, handle or feel objects, and reach with their hands and arms. Accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

Ability to positively represent API 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.
Availability to work a flexible schedule, including weekends and holidays.
Ability to work overtime when needed.
Ability to complete required initial and annual training with passing scores.

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.
Second-language proficiency.

Responsibilities

Serve as API’s onsite liaison with the airline partner, providing support, guidance, and training.
Process airline client requests through the API Operations system.
Assess customer needs and provide prompt, informed, accurate, and professional responses.
Follow up on client requests and transactions and ensure tasks are fully completed.
Alert a supervisor to critical matters requiring management involvement or presenting potential challenges for 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.
Research and present fact-based solutions to satisfy client needs.
Use available tools and methods, including phone, email, fax, and reservation systems, to track and address client needs and requests.
Adapt to irregular airline operations and changing schedules, including extended work schedules and on-call service when needed outside regular working hours.
Learn and maintain knowledge of API call center methods and reservation systems.
Pass initial API Operations Agent Training and complete annual recurrent training with a passing score.
Perform additional duties that may change according to business needs, including designated Data Protection Champion, Senior Information Risk Owner, or Information Assurance Accounting Officer responsibilities.