Distress Passenger Agent

Corpay

14h•Remote

About The Position

Corpay is seeking a Distress Passenger Agent for its Lodging division in Colombia. This role involves receiving booking requirements through various channels (ConneX App, email, chat, phone calls, screen printer, walk-ups) and coordinating resolutions with vendors by strictly adhering to Standard Operation procedures. Agents will handle phone calls from Distress Passengers Agent tracking desks to address issues and last-minute challenges passengers may face with layovers. During periods of Massive Irregular Operations, the agent will work extended hours under pressure to ensure passengers are accommodated in a timely manner due to delays or flight cancellations. The position reports directly to the Operations Manager- EMEA and requires regular collaboration with other teams and departments. This is a remote position, and Corpay will provide company-issued equipment and formal, hands-on training to ensure success.

Requirements

Excellent interpersonal, written, and verbal communication skills
Strong organizational and multitasking abilities
Familiarity with hotel sourcing, market research, and rate negotiation
Proficiency with Connex and PC tools
Willingness to work flexible hours including evenings, weekends, and during high-demand irregular operations
Ability to work independently and as a contributing team member
Ability to interact with clients and business partners both electronically and via telephone
Possess a general understanding of Connex
Reliable internet connection (must be 100 mbps or higher) and Quiet home-work environment is mandatory

Nice To Haves

Customer service or call center experience

Responsibilities

Book hotel accommodations for Passengers
Handle emergency relocations of Passengers that occur last minute
Work closely and in sync with scheduling and other relevant groups to satisfy all operational requirements and resolve situations that may affect Passengers
Communicate with internal departments and management to resolve problems and expedite work
Monitor and confirm access to tools, systems and defined resources needed to perform the job duties as per Standard Operations Procedures, and report issues to supervisors
Effectively utilize all tools and technology to process, track and report transactions
Accurately register in TA Connections System and applications all reservations information, agreements, approvals and background information relevant for future research and troubleshooting
Source for suitable and compliant hotel markets and cities where American doesn’t have contracted hotels or when contracted hotels are Sold Out
In case of only having non-compliant options, ensure AA approves the bookings and record it as evidence in ConneX “notes”
Make payments to hotel and transportation vendors as per system settings. (hotel’s contractual payment terms, are managed by AA)
Maintain an environment of positiveness, open and respectful communications and professional behavior. Report any incidents in a formal and professional way to the supervisor on shift and/or HR
Maintain impeccable attendance, punctuality, breaks, and adherence to Companies’ policies and Employee’s Handbook
Supports IT, Billing and Commission Collections departments with data gathering activities, folios gathering, payment of collections and issue trouble shooting
Works on special projects and other duties as assigned