Lead Counselor TEC III - Entertainment News Media Client Virtual

Job Description - Lead Travel Counselor - TEC III - Entertainment News Media Client

CWT is one of the world's leading digital travel management companies and 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. Joining CWT means being part of a market‑leading global company, working in a collaborative, multi‑cultural and entrepreneurial environment.

In the Traveler Experience (TX) organization we provide more than just one booking. Through the combination of people and technology, we focus 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 will get there by moving forward together.

We are hiring only for evening and overnight shifts.

• Senior‑level Travel Counselor to join our Global Entertainment Client Hub as the Lead Travel Counselor.
• Provides end‑to‑end, full‑scope travel services for the highest‑level travelers of our client account in the Entertainment, News/Media, and Sports professions.
• Supports global accounts, including booking for travelers in multiple countries, 24/7/365.
• Position is an evening shift with occasional overnight shift coverage.

• Assists Travel Counselors on a real‑time basis with questions related to client‑specific policies, standards in creating Passenger Name Records, and use of various technical tools.
• Monitors call and email queues to ensure timely servicing of inbound contacts; participates on MOD real‑time rotation when required.
• Creates or maintains training documents with current processes and procedures.
• Schedules and trains new and existing counselors on new clients, scope, and/or processes.
• Assists Team Leader with monitoring customer service and technical skills and provides immediate feedback.
• Communicates new information to ensure consistent procedures are followed.
• Provides feedback via one‑on‑one and mini‑coaching sessions as needed.
• Maintains confidentiality for information shared/observed by the position.
• May function as an SME with specific client or scope knowledge and/or serve as the customer point of contact.
• Creates and accurately completes complex travel requests (car, hotel, air, rail) for high‑touch accounts and top‑tier (VIP, Concierge, Film/TV Production, News and Publicity) travelers.
• Acts as a trusted advisor by offering informed and insightful recommendations that 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.).
• Uses available online resources to ensure compliance with clients’ travel policy.
• Advise clients on international travel requirements such as visas, passports, immunizations, etc.
• Operates within general procedures with supervised results and under minimal direct supervision.
• Interacts with travelers, travel arrangers, and travel managers with the highest level of quality and professionalism.
• Provides first‑level support for customer service and technical issues to determine root cause and resolution.
• Resolves complex problems/escalations including non‑standard and multi‑destination, ticket exchanges and complex fares for all traveler types and destinations globally.
• Utilizes CWT preferred vendors to maximize profit and ensures compliance with the clients’ travel policy.
• Adheres to CWT standards in delivering customer service including telephone/email etiquette, and follows prescribed customer service escalation procedures.
• Attends staff and training meetings for ongoing updates in the travel industry and office procedures.
• Maintains a favorable working relationship with all other company employees and third‑party vendors to foster and promote a cooperative and harmonious working climate.
• Performs other duties as assigned.

• High School Diploma.
• 7+ years of experience working in a customer service environment that includes 5+ years as a…