Specialized Counselor

Overview

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Overview of Role:

The Ovation Specialize Travel Consultant role at GBT is to deliver exceptional travel service experience for our Corporate Business Customers. By working together as a high performing team, our Ovation Specialize Travel Consultants provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while maximizing supplier revenue.

The role will form part of a highly skilled team of Corporate Ovation Specialize Travel Consultants located virtually from home. The role will report to an operations supervisor and support from an operations manager.

• Hours of Operation and shifts available:
  Mon-Fri 7:30a-11:00p ET, Saturday 9:00a-6:00p, and Sunday 12:00p - 9:00p. Candidate must be flexible to work based on business needs.
• Act as trusted advisor and consultant to a single or multiple corporate accounts with the willingness to jump in and flexibility in shifts to meet client needs. Support other Ovation work, including other Ovation customers when directed to do so by Ovation leadership.
• Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, utilizing (GDS), Sabre.
• Provide consultative advice, solutions, and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g., hotel and car), whilst ensuring adherence to the customers agreed travel policy and requirements and adhering to quality assurance standards.
• Complying with all legal standard requirements, which include mandatory training, compliance and sanctions
• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your performance to check on and improve performance
• Follow internal compliance and regulatory requirements for all customers and locations supported
• Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.
• Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
• Operate in multi-channel (phone, email & chat) servicing environments where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics
• Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
• Coach, develop and mentor more junior Ovation Specialize Travel Consultant colleagues in the team as needed
• Express enthusiasm and energy within the organization and always act according to company ethics, values and compliance guidelines.

• Investigates/action Ovation Specialize Travel Consultants reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI, Going the Extra Mile “GEM”)

• Detailed understanding of fares and ticketing rules, for car, air, hotel travel
• Knowledge and experience of:
• Air, rail, hotel, car booking
• Calculating and Processing exchanges
• High proficiency in Sabre GDS
• Experience working in a high touch service environment where performance is measured
• Experience working in a team
• Background in Business Travel
• Passion for Excellence in Client…