Corporate Travel Consultant (Government)

Corporate Travel Consultant (Government)
Requisition #: USAEAST-12069
Position Type: Full Time - Regular
Work Countries: United States
Work Cities: Virtual US
Job Description:
Where will your career take you?
We're not just any travel management company.
We help clients _travel smart_ and _achieve_ _more._
Corporate Travel Consultant (Government)
Job Summary:
The Corporate Travel Consultant (Government) fulfills Government Travel Customers? domestic and international travel related requests in airline ticketing arrangements, hotel accommodations and car rentals to result in maximized profitability for the client and BCD Travel. Provides customer service through the communication of travel related information.
Apollo GDS experience required.
Job Duties and Responsibilities:
Handle Incoming Requests
+ Books domestic and some international reservations for air travel, hotel and car rentals, following up when necessary to complete the reservation.
+ Responds to requests for price quotations utilizing automated system(s) for domestic and international itineraries.
+ Promotes the acceptance of fares, rates, and suppliers that match the client?s travel program policies and negotiated contracts. Applies discount programs appropriately.
+ Moves market share for BCD Travel preferred suppliers.
+ Maintains and promotes professional and courteous client relations by managing a prompt and accurate response to telephone and email communications.
+ Remains informed of all airline rules and regulations and current affairs. Communicates information to clients accurately and appropriately.
+ Achieves individual and contractual service level goals related to telephone, quality, and productivity.
+ Monitors, sorts and works global distribution systems (GDS) queues daily to maintain quality control.
+ Ensures optimum customer service through effective use of phone systems and positive telephone service techniques.
+ Knows and properly uses: airline terminology, codes, fare basis, airline rules and tariffs, resource guides, books, and industry contacts.
Problem Solving
+ Appropriately responds and resolves customers inquiries
+ Performs follow-up as needed and within the time frame promised to the customer
+ Seeks assistance from others for the resolution as appropriate
+ Accurately processes the complaint (BCD Travel systems and processes and procedures)
+ Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
+ Often uses statements to the customer to validate a clear understanding of the customer's needs
+ Focuses on the resolution versus the cause of the problem
+ Provides feedback to management to avoid future customer issues when solicited
+ Consistently meets and sometimes exceeds individual and team goals
+ Effectively uses the telephone systems
+ Completes reservations with a few errors
+ Consistently follows BCD Travel call/email guidelines
+ Adheres to BCD Travel policies and procedures to maintain quality control
+ Provides the customer a full recap of the confirmed itinerary
Service Excellence
+ Responds to the customer promptly
+ Provides the customer his/her undivided attention
+ Listens and captures information from the customer
+ Responds appropriately
+ Asks questions targeted to encourage complete responses
+ Creates rapport with the customer
+ Matches the customer's tone and pace
+ Keeps the interaction moving forward
+ Offers suggestions to the customer and anticipates needs
+ Is mindful of the client service level agreement in all transactions
+ Provides constructive feedback on daily operational processes and commercial relationship with customer when appropriate
+ Completes tasks as assigned
+ Willingly offers assistance to team members within and across teams
+ Uses positive language and word choices to avoid negative customer reactions
+ Matches the customer's tone and pace
+ Applies proper BCD Travel communication guidelines and standards (clear, concise and personal) to interactions
+ Uses correct grammar in interactions
Required Qualifications:
+ 1-4+ years corporate travel consultant experience, 2 years desired.
+ Graduate of an accredited travel school desired if no experience
+ Proficiency Apollo GDS.
+ Knowledge of ticketing procedures for airline, hotel and car rental systems.
+ Demonstrated internet research skills for customer information.
+ Ability to work nights and weekends when needed or scheduled.
+ Must be a US Citizen per contract
+ Position requires government background check, including fingerprinting
Preferred Qualifications:
+ Bachelor degree preferred
+ Knowledge of Fly America Act and Open Skies Agreement
+ Knowledge of government travel regulations
+ Proficiency in Microsoft Office applications
+ Demonstrated internet research skills for customer information
+ Degree in tourism-related field
+ Strong problem solving and/or critical thinking skills
Field of Interest Category: Travel Operations
Percent of Travel: 0%
Relocation: No
Languages Required: 6d2c3d30344447e2a9c17d84474089a8

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