Travel Experience Consultant III Virtual Position

Carlson Wagonlit Travel (CWT)

88d

About The Position

CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience. Joining CWT means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment. In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience – delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company, and we will get there by moving forward together.

Requirements

• 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor
• Must have Concierge, VIP, or Specialty travel counselor experience
• Strong verbal and written communication skills
• High attention to detail
• Great active listening and information gathering skills
• Proactive consultant - solutions oriented and accountable
• Excellent working knowledge of the travel industry, application of client travel policies, procedures, and processes (including complex international reservations and changes)
• Solid grasp of world geography and international travel routings
• Highly skilled on Sabre GDS
• Able to use current technology and easily adapt to changes in technology as they come
• Must be able to thrive in an ever-changing technical environment
• Ability to work flexible hours and adjust shift as needed for coverage or world events
• Proficient in Microsoft Outlook, Word and Excel

Responsibilities

• Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (Concierge) travelers
• Acts as a trusted advisor by offering informed and insightful recommendations to provide the best traveler experience
• Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)
• Proactively offers best options based on client travel policy and requirements for each interaction
• Responds to requests (phone, email, chat) promptly, completely, and professionally
• Accurately follows and applies client travel policy based on travel type and client expectations
• Demonstrates excellent professional customer service and problem resolution skills
• May function as a SME with specific client knowledge and/or serve as the customer point of contact
• May manage first level customer complaints/escalation (pre-travel or on-trip)
• Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally
• Ability to thrive as a positive individual contributor in a high-touch, complex interaction environment
• Proactively assists the team and other team members in resolving problems, learning and research
• Provides new ideas, feedback and out of the box thinking to leadership
• Uses correct grammar during all interaction (email/phone/chat)
• Effectively demonstrates patience, empathy, understanding while controlling the contact
• Must be a 'Team Player' and work cohesively with others internally and externally
• Ability to work and adapt in a constantly changing, fast paced environment
• Assignments include both routine and non-routine work
• Reconfirmation of group travel itineraries prior to travel dates
• Proactively contacting suppliers with any special requests such as seat assignments, group seats, special meals, baggage, production equipment and hotel request as per talent contracts
• Waitlist and proactively follow up on waitlisted flights to complete group requests
• Maximize the use of client negotiated airfares, cars and hotels
• Arrange Meet n Greet and car/limo ground transportation
• Set up direct billing for car and hotel reservations as needed
• Work with hotel group desk for reservations over 10 guests
• Contact hotels to request assistance in waiving 'no show' charges
• Build close and trusted relationship with travel arranger and production coordinators
• Be knowledgeable on Publicity and Press Junket dates, locations, upcoming events and shows
• Manage sensitive and confidential private data for each Talent traveler
• Assist travel arrangers with billing and T&E reconciliations
• Opportunities will exist for some team members to travel and act as on-site Publicity and Press Junkets Travel Coordinator

What This Job Offers