Reservation Specialist

Alliance Ground International•Richmond, BC

32d

About The Position

Airport Butler provides a personalized and an unsurpassed concierge service to travelers in approximately twenty-five airports in the United States and Canada. The service is independent from airlines and customized for any who wants to experience a personalized service and extra care when arriving, departing, or connecting through an airport. Our clients are primarily executives, inexperienced travelers, families, senior citizens, celebrities, and small group travel. The GEC team communicates with our clients, third party bookers, and concierge agents via phone, email, and text message to book and coordinate meet and greet service requests at airports across the United States and Canada. They also function as an internal support team for our concierge team members.

Requirements

High School Diploma/GED equivalent.
Must be at least 21 years old.
Minimum of 2 years’ experience in customer service or call center environment, required.
Exceptional organizational skills with ability to multi-task
Attention to detail is a must.
High-level of confidentiality.
Professional verbal, and written communication skills using appropriate grammar, terminology, tone, cadence, and pronunciation.
Exceptional listening skills with ability to quickly identify issues and proactively solve problems.
Proficiency with Microsoft SharePoint, Excel, Outlook, and Word
Tech-savvy and comfortable with navigating web-based reservation programs, helpdesk software, internet searches, airline websites/apps, SMS messaging, and smartphone apps
Dependable and flexible with work schedule
Proven ability to work independently with minimal supervision in a fast-paced environment.
Enthusiastic approach to customer service, positive attitude, and strong work ethic
Must be able to work various shifts including irregular shifts, holidays, and weekends.
Must own smartphone with a mobile operating system of (Android) 5+ or (Apple) 11+ and be willing to download apps required by AGI/Airport Butler
Must be able to pass a drug screen and criminal and employment background check.
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.

Nice To Haves

Multi-lingual
Important level of cultural awareness
Knowledge of or experience in airport/airline industry
Experience working in a remote environment.
Knowledge of Freshdesk Help Desk, or similar customer helpdesk support software.

Responsibilities

Answer busy incoming phone calls, emails, and text messages, professionally and in timely.
Coordinate details of new and existing service reservations.
Must be knowledgeable with Airport Butler products, services, and pricing.
Accurately book reservations and ensure all service details are complete.
Update reservations with changes and additions as needed.
Assess what service details are missing and reach out to clients to collect as needed.
Assign services to the concierge and ensure all details are correct and updated prior to service.
Send daily reminders of upcoming services via email and text to clients and concierge.
Create and interpret in-depth pass down notes from shift to shift.
Track service assignments and cancellations on shared documents, notify agents accordingly.
The GEC is the main contact for concierge agents and clients – answer questions and/or concerns.
Exhibit upmost confidentiality with clients and client’s information.
Accept and accurately process credit card payments and invoices for services rendered.
Provide excellent customer service to clients and concierge agents.
Reports and collaborates closely with the Director of Airport Butler.