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Posted almost 2 years ago

Ultra On-Call Entertainment Agent #NOAM-16425 US-VirtualUS Requisition Number NOAM-16425 Job Description Where will your career take you? We’re not just any travel management company. We help clients travel smart and achieve more. Ultra On-Call Entertainment Agent APOLLO GDS EXPERIENCE REQUIRED HOURS WILL BE 10:00 AM 7:00 PM (PST) AGENT REQUIRED TO BE ON-CALL 24/7 ONE WEEK PER MONTH Job Summary: Fulfills entertainment clientele travel related requests in airline ticketing arrangements, hotel accommodations, and car rentals as well as group (such as music bands) and equipment movements to result in desired price and service required by the client. Provides the highest level of customer service to this very demanding clientele. Job Specific Functions: Books routine reservations for air travel, hotel, and car rentals, following up when necessary to complete the reservation. Books group and equipment movements for music bands and the like, involving special arrangements for large amounts of equipment. Books special and unique services as required by clientele Provides after-hours “on-call” services as required by clientele and approved by BCD Travel. Schedules meet and greet services for airport escort services. Responds to requests for price quotations utilizing automated system(s) for domestic and international itineraries. Conforms to client travel standards and policies. 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. Maintains client profiles, ensuring specials requests and reward program information such as frequent flyer/ driver/hotel stay are included. 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. Essential Job Functions: Must be able to come to work promptly and regularly Must be able to take direction and work well with others Must be able to work under the stress of and meet deadlines Must be able to concentrate and perform accurately while meeting applicable productivity measures Must be able to change productively and to handle other tasks as assigned Work independently in the absence of supervision Assumes and performs other duties and responsibilities not specifically outlined herein, as requested. Qualifications: Minimum of two (2) years experience in a travel agency. Proficiency on Apollo GDS system. Knowledge of ticketing procedures for airline, hotel and car rental systems. High customer service skills Demonstrated internet research skills for customer information. Ability to work nights and weekends when needed. Transferable Skills: Ability to deliver high levels of customer service to very demanding travelers. Ability to remain calm under pressure situations Ability to get vendors to provide special services to demanding clientele Ability to develop strong client relationships and adjust style as needed for each customer Professional telephone skills. Knowledge of travel operations and industry Ability to work independently, exercising discretion and judgment. Ability to manage multiple tasks and changing priorities. Capability of maintaining a favorable company image when interfacing with outside sources. Ability to maintain work volume and quality consistent with peers. Ability to manage responsibilities in a manner to result in lower costs and better efficiencies for the client and company. Ability to demonstrate personal and organizational integrity. Competency to maintain positive client and co-worker relationships–Establishing, developing, and maintaining trust and loyalty over time and through changes. Capability of working in a team environment supporting management and staff, following policies, providing feedback, assisting in special projects, and taking on additional responsibility. Effective oral and written communications. Organizational skills that result in high productivity.