Travel Consultant - Team Lead

ADTRAV Travel Management•Columbus, OH

4d•$27 - $29•Remote

About The Position

ADTRAV Travel Management is seeking a Travel Consultant – Team Lead to manage travel services for clients and serve as the lead for a group of accounts under the guidance of the operations management team. The role involves communicating with travelers through multiple channels to determine their destinations, transportation, dates, budgets, and accommodation needs, then booking and issuing domestic and international air, hotel, car, and other reservations using a GDS. The Team Lead also supports other agents and assists with the daily operations, training, and service quality of the account team. The role serves as a first-level resource for agents on applications, policies, procedures, and workflows; helps management with training, queue oversight, ticketing, and account documentation; and identifies process improvements and training opportunities. It also includes liaising with clients when management is unavailable, researching customer service issues, maintaining account knowledge and service programs, meeting performance and attendance expectations, and providing professional, accurate, and empathetic travel support. The position works remotely and must meet company home-office and productivity requirements.

Requirements

High school diploma or equivalent.
At least 2 years of experience booking domestic and international travel.
Strong international knowledge, including geographic locations and rate structures.
Experience using a GDS; Sabre is required.
Strong knowledge of city, airline, hotel, and car rental codes.
Understanding of federal travel regulations, the Fly America Act, and the Open Skies Agreement.
Strong computer and typing skills, including the ability to navigate between programs quickly and use shortcut keys.
Demonstrated ability to learn and use technology and work with multiple applications and monitors at once.
Proficiency in Microsoft Office, including Outlook, Word, Excel, and Teams.
Exceptional customer service skills and commitment to a positive traveler experience.
Excellent English verbal and written communication skills, including basic business writing, grammar, and proofreading.
Strong listening and interpersonal skills, with the ability to respond to traveler needs professionally and empathetically.
Ability to maintain composure, professionalism, and confidentiality in sensitive or complex travel situations.
Attention to detail and accuracy, including identifying discrepancies and resolving issues proactively.
Strong organization, self-motivation, and ability to manage multiple priorities in a fast-paced environment with minimal supervision.
Strong problem-solving and critical-thinking skills, including researching issues and recommending solutions.
Ability to meet deadlines and adapt to changing priorities.
Ability to communicate ideas effectively and remain open to coaching, feedback, and direction.
Leadership traits, including the ability to motivate, communicate, and provide feedback.
Discretion and judgment when providing feedback, guidance, clarification, and training.
Professionalism, collaboration, and a positive attitude when interacting with employees, managers, clients, and travelers.
Ability to work remotely while meeting company home-office and productivity requirements.
Ability to sit and work at a computer for extended periods without leaving the work area.
Ability to maintain confidentiality of company and client information.
Availability to work a schedule between Monday and Friday, 7 a.m. to 7 p.m. CT, and some overtime, weekends, and holidays as needed.
Ability to pass a credit, criminal, and/or employment reference background check.

Nice To Haves

Complex international travel booking experience.
Experience as a senior travel consultant or mentor.
Experience with Amadeus.

Responsibilities

Support day-to-day operations for a group of accounts in coordination with the management team.
Serve as a subject matter expert and first-level support for agents on applications, processes, procedures, and policies; escalate issues to management as needed.
Assist management with agent training on accounts and team policies and procedures.
Execute Sabre spectra’s and ensure transactions meet contractual requirements.
Help oversee queue management and ensure team tasks are completed within Service Level Agreements.
Ensure tickets are issued and assist with issuing tickets when needed.
Identify workflow and process efficiencies and training opportunities, and recommend improvements to management.
Assist with updating account job aids and other documentation.
Act as a client liaison when management is unavailable and research customer service issues through resolution at management’s direction.
Respond promptly to client calls and emails requesting new travel arrangements or itinerary changes.
Use Sabre to book and issue airline, hotel, car, and other reservations accurately and efficiently.
Maintain sufficient account knowledge to assist clients without delay.
Check queues daily for accuracy and to ensure all issued tickets are complete.
Maintain service programs, including preferred vendors, Waiver/Favors, RezCritiques, and Vacation Referrals.
Provide travel expertise to clients and send domestic and international travel quotes.
Decipher fare rules, understand Open Skies and FAA rules, and assist in training agents on these topics.
Meet management-defined KPIs, including productivity and transaction targets, and maintain consistent attendance and schedule adherence.
Communicate with airlines about flight changes, seating, and upgrades, and update clients as needed.
Follow ADTRAV policies, procedures, and approved traveler-service workflows.
Demonstrate customer service, professionalism, empathy, and problem-solving in all interactions.
Communicate with agents and employees to solve problems, gather information, and service travelers.
Build knowledge of ADTRAV's industry and customer base and participate in ongoing training.
Represent ADTRAV's values and foster positive relationships with employees, partners, vendors, and clients.
Adhere to company policies and procedures and perform other duties as assigned.