Business Concierge Travel Counselor III - Team Lead Virtual Position

Carlson Wagonlit Travel (CWT)

1d•Remote

About The Position

CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience. Joining CWT means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment. In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience – delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company, and we will get there by moving forward together. Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer-focused, travel counselors to join our Global Entertainment Client Hub. This team provides end-to-end, full scope travel services for the highest-level travelers. Candidates must be comfortable working in a fast-paced environment and providing white-glove service to c-suite executives. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow through. Concierge level service and experience is a must. Travel counselors would be supporting a global account, including booking for travelers in multiple countries. Position is Mon-Fri 10am-7pm Pacific Time Zone.

Requirements

7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor
Must have Concierge, VIP, or Specialty travel counselor experience.
Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, or other specialty travel. Strong customer service and phone/email writing skills is required.
Strong verbal and written communication skills
High attention to detail
Great active listening and information gathering skills
Proactive consultant - solutions oriented and accountable
Excellent working knowledge of the travel industry, application of client travel policies, procedures, and processes (including complex international reservations and changes)
Solid grasp of world geography and international travel routings
Highly skilled on Sabre GDS
Able to use current technology and easily adapt to changes in technology as they come.
Must be able to thrive in an ever-changing technical environment.
Ability to work flexible hours and adjust shift as needed for coverage or world events
Microsoft Outlook, Word and Excel

Responsibilities

Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (Concierge) travelers
Acts as a trusted advisor by offering informed and insightful recommendations to provide the best traveler experience – entertainment sector requires a high level of creativity and thoughtful offerings.
Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)
Proactively offers best options based on client travel policy and requirements for each interaction
Responds to requests (phone, email, chat) promptly, completely, and professionally
Accurately follows and applies client travel policy based on travel type and client expectations
Demonstrates excellent professional customer service and problem resolution skills. Patience and understanding is key.
May function as a SME with specific client knowledge and/or serve as the customer point of contact
May manage first level customer complaints/escalation (pre-travel or on-trip)
Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally
Ability to thrive as a positive individual contributor in a high-touch, complex interaction environment
Proactively assists the team and other team members in resolving problems, learning and research
Provides new ideas, feedback and out of the box thinking to leadership
Uses correct grammar during all interaction (email/phone/chat)
Effectively demonstrates patience, empathy, understanding while controlling the contact
Must be a “Team Player” and work cohesively with others internally and externally
Ability to work and adapt in a constantly changing, fast paced environment
Assignments include both routine and non-routine work
Reconfirmation of group travel itineraries prior to travel dates
Proactively contacting suppliers with any special requests such as seat assignments, group seats, special meals, baggage, production equipment and hotel request as per talent contracts
Waitlist and proactively follow up on waitlisted flights to complete group requests
Maximize the use of client negotiated airfares, cars and hotels
Arrange Meet n Greet and car/limo ground transportation
Set up direct billing for car and hotel reservations as needed
Work with hotel group desk for reservations over 10 guests
Contact hotels to request assistance in waiving “no show” charges
Build close and trusted relationship with travel arranger and production coordinators
Be knowledgeable on Publicity and Press Junket dates, locations, upcoming events and shows
Manage sensitive and confidential private data for each Talent traveler
Assist travel arrangers with billing and T&E reconciliations
Opportunities will exist for some team members to travel and act as on-site Publicity and Press Junkets Travel Coordinator