Queue Support Services Specialist III
About The Position
We are looking for an energetic self-motivated individual with the desire to learn and grow who exemplifies the following traits This position is to ensure successful completion of all ticketing arrangements to include traveler authorizations, refunds, exchanges, schedule changes, automation QA rejects, rail, car/hotel invoices, fixing errors and customer service issues all consolidated and related to support queues. Fixing and setting up domestic/international PNR to include electronic tickets on exchanges, refunds, invoicing Proficiency with Fare Calculations, pricing, processing tickets, refunds, exchanges, voids Ability to process full and partial ticketing straight and exchange request Ensure all PNR are quality controlled to include fixes on Matrix reporting fields, valid faring, UDID fields and client specific requirements Support 90% of CWT accounts Research and resolve typical travel related challenges and customer service reported issued Operates within detailed procedures under minimal supervision Adheres to CWT standards in delivering customer service including telephone/email etiquette and follows customer service escalation procedures Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate Performs all duties and responsibilities in a timely and effective manner Maintains regular attendance according to company guidelines Performs other duties as assigned
Requirements
- High School diploma or equivalent
- Excellent customer services skills
- Excellent communication skills
- Customer Service Driven
- Detailed Oriented
- Ability to Multi-Task
- Being Flexible
- Willing to work various shifts of hours and days
Nice To Haves
- Prefer minimum 5 years travel agency experience
- Industry knowledge and strong background with reservation skills in order to fix and trouble-shoot defects in a PNR
- Proficiency in multiple GDS preferred or minimum proficiency using one GDS
- Knowledge of Power Express, Power Turbo and Scripts is a plus
Responsibilities
- Ensure successful completion of all ticketing arrangements to include traveler authorizations, refunds, exchanges, schedule changes, automation QA rejects, rail, car/hotel invoices, fixing errors and customer service issues all consolidated and related to support queues.
- Fixing and setting up domestic/international PNR to include electronic tickets on exchanges, refunds, invoicing
- Proficiency with Fare Calculations, pricing, processing tickets, refunds, exchanges, voids
- Ability to process full and partial ticketing straight and exchange request
- Ensure all PNR are quality controlled to include fixes on Matrix reporting fields, valid faring, UDID fields and client specific requirements
- Support 90% of CWT accounts
- Research and resolve typical travel related challenges and customer service reported issued
- Operates within detailed procedures under minimal supervision
- Adheres to CWT standards in delivering customer service including telephone/email etiquette and follows customer service escalation procedures
- Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate
- Performs all duties and responsibilities in a timely and effective manner
- Maintains regular attendance according to company guidelines
- Performs other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
