Customer Support Specialist (Overnight) at Accommodations… · Long…

Summary: Accommodations Plus International is the global leader for crew accommodation solutions, and they are seeking a Customer Support Specialist to support their airline partner. This role involves processing hotel and ground transportation reservations, cultivating relationships, and providing professional customer service. Responsibilities: - Serve as API’s on-site liaison with the airline partner, providing support, guidance and training - Process client requests received from the airline through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate and professionally executed - Follow-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical - Alert supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely - Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API - Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts - Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations - Adapt to irregular operations (IROPS) to accommodate needs arising from the changing dynamics of airline schedules and unforeseen situations. This includes and is not limited to extended work schedules and serving “On Call” when needed outside of regular working hours - Learn and maintain knowledge of API’s call center work methodology and reservation systems to best serve API’s clients in the most efficient and professional manner - Achieve a passing score on initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion Required Qualifications: - Ability to positively present API in customer facing situations - Customer service background is a plus - Airline/Hotel/Travel experience is a plus - Excellent Interpersonal skills - Able to work in a fast paced environment - Great telephone etiquette - Excellent writing skills - Excellent computer skills - Ability to multi task and prioritize - Detail oriented with great organizational skills - Flexible work schedule including availability to work weekends and holidays - Able to work overtime if needed - Achieve a passing score on initial API Operations Agent Training - Maintain currency through annual recurrent training classes Preferred Qualifications: - Knowledge of airline crew scheduling is a strong plus - Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required - Second language, preferable Spanish is a plus Required Skills: API Operations system, Reservation Systems, ACES, Hotel Express, IHRS, Airline crew scheduling, GDS systems, Hotel reservation systems, Airline reservation systems, Second language Spanish