FCM - Emergency Corporate Travel Consultant (After-Hours/Weekends) - Remote, USA

Flight Centre

23h•Remote

About The Position

FCM is seeking an experienced Corporate Travel Consultant to join their Emergency Customer Care (ECC) team. This role involves handling urgent travel requests, providing timely assistance, and ensuring client needs are met during after-hours periods. The consultant will provide exceptional service and ensure smooth travel experiences for corporate clients by managing air, hotel, and ground transportation reservations via Sabre GDS during after-hours and unforeseen situations. FCM offers a three-week paid training program to enhance knowledge, contract airfare understanding, and Sabre skills. This is a remote position requiring work during overnights, weekends, and holidays, with flexible hours based on business needs and client call volume.

Requirements

4+ years of recent, prior experience in corporate travel management, understanding the unique needs and challenges of business travelers.
In-depth familiarity with Sabre GDS (Global Distribution System) for fare calculations, itinerary management, and ticket issuance.
A comprehensive understanding of global geography and international travel destinations to offer accurate advice and create optimal itineraries.
Previous exposure to quality control processes to ensure the accuracy and compliance of travel bookings.
Proficiency in ticketing procedures and scripting, along with the ability to handle complex itinerary changes and exchanges for both international and domestic travel.
Proven ability to navigate and manipulate complex itineraries, international fares, and Passenger Name Records (PNRs) to meet client requirements.
The ability to maintain a high level of attention to detail and accuracy, even in fast-paced and high-pressure situations.
Proficiency in handling multiple urgent tasks simultaneously while maintaining efficiency and quality in each interaction.
A natural inclination to respond promptly to emergency travel requests and prioritize time-sensitive issues.
Excellent communication skills to keep clients informed and reassured throughout the travel process.
A deep commitment to delivering exceptional customer service with a focus on client satisfaction.
A polished and professional demeanor when interacting with clients and colleagues.
The ability to understand and empathize with clients' travel challenges and concerns.
Comfortable and proficient in using travel booking systems and various communication tools.
The capacity to make quick and effective decisions to resolve travel-related issues promptly.
A proactive approach to addressing challenges and finding creative solutions.
The self-assurance to handle high-stress situations and provide expert guidance to clients.
Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data.

Responsibilities

Coordinate air, hotel, car, and ground transportation bookings for domestic and international travel often with urgent timelines
Demonstrate the ability to work efficiently and multitask while maintaining a professional and positive rapport with clients.
Ensure compliance with service level agreements to deliver timely and efficient travel assistance.
Expertly manage rerouting and exchange processes, ensuring minimal disruption to travel plans.
Keep clients informed about all necessary travel documents and health requirements for their destinations.
Proficiently handle ticketing, Phase IVs, and exchanges/changes involving complex international fares.
Execute all responsibilities within company guidelines for customer service, documentation of PNRS (Passenger Name Records) and profiles, ticketing, invoicing, and maintaining accuracy throughout.
Stay fully informed about airline rules, regulations, tariffs, and fare requirements and apply this knowledge accurately to all travel arrangements
Engage in ongoing communication within the team through provided channels to collaborate effectively and deliver cohesive travel solutions.
Keep Travel Managers and Team Leaders up to date with travel-related information, ensuring a united, consistent, and professional approach to client account management.
Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Benefits

Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 8 recognized holidays annually.
Travel perks/discounts
Health & Wellness Programs and Employee Financial Wellness Services
National/International Award Nights and Conferences
Health benefits including, medical, dental, vision, gender affirming care, and fertility care
Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
Flexible Spending Accounts
Employee Assistance Program
401k program with partial match
Tuition Reimbursement Program
Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
Global career opportunities in a network of brands and businesses