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About the Role
ADTRAV is seeking a Travel Consultant – Team Lead responsible for all aspects of travel management for clients and serving as the lead for a group of accounts. This role involves client communication, booking domestic and international travel, and assisting other agents.
Responsibilities
- Support day-to-day operations of a group of accounts with the management team.
- Act as a subject matter expert and provide first-level support to agents on applications, processes, procedures, and policies.
- Assist the management team with agent training on accounts, policies, and procedures.
- Execute Sabre spectra’s, ensuring transactions support contractual requirements.
- Oversee queue management and ensure tasks are completed within Service Level Agreements.
- Issue tickets and assist with issuing if needed.
- Identify process and workflow efficiencies and training opportunities, providing recommendations to management.
- Assist with updating job aids and other account documentation.
- Act as a liaison with clients when management is unavailable, researching and resolving customer service issues.
- Answer calls and emails promptly from clients requesting new travel arrangements or changes.
- Utilize Sabre to book and issue airline, hotel, car, and other reservations accurately and efficiently.
- Maintain sufficient account knowledge to assist clients without delay.
- Check queues daily to ensure accuracy and completeness of issued tickets.
- Maintain service non-stop programs including preferred vendors, Waiver/Favors, RezCritiques, and Vacation Referrals.
- Provide travel expertise to clients.
- Send quotes for domestic and international travel, decipher fare rules, and understand open skies and FAA rules.
- Meet KPIs outlined by management, including productivity and transactions, while maintaining consistent attendance and schedule adherence.
- Communicate with airlines regarding flight changes, seating, and upgrades, providing updates to the client.
- Follow ADTRAV policies, procedures, and approved workflows for servicing travelers.
- Demonstrate excellent customer service, professionalism, empathy, and problem-solving skills.
- Communicate effectively with other agents and employees to solve problems, gather information, and service travelers.
- Become knowledgeable in ADTRAV's industry and customer base.
- Participate in ongoing training to build industry knowledge and skills.
- Represent ADTRAV by embracing company values and fostering positive working relationships.
- Adhere to all company policies and procedures.
- Perform other duties and responsibilities as assigned.
Requirements
- High school diploma or equivalent required.
- At least 2 years of experience booking domestic and international travel; complex international is a plus.
- Experience as a senior travel consultant or mentor is a plus.
- Strong international background in both geographical locations and rate structures.
- Experience using a GDS System; Sabre required, Amadeus is a plus.
- Highly knowledgeable of city, airline, hotel, and car rental codes.
- Understanding of federal travel regulations, Fly America Act and Open Skies Agreement.
- Strong computer and typing skills, with the ability to navigate quickly between programs and use shortcut keys.
- Demonstrated experience learning and using technology, with the ability to use multiple applications and monitors simultaneously.
- Proficient in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
- Exceptional customer service skills with a commitment to providing a positive traveler experience.
- Excellent English verbal and written communication skills, including basic business writing, grammar, and proofreading abilities.
- Strong listening and interpersonal skills with the ability to respond to traveler needs professionally, empathetically, and appropriately.
- Ability to maintain composure, professionalism, and confidentiality when handling sensitive or complex travel situations.
- Demonstrated attention to detail and accuracy, with the ability to identify discrepancies and resolve issues proactively.
- Highly organized, self-motivated, and capable of managing multiple priorities in a fast-paced environment with minimal supervision.
- Strong problem-solving and critical-thinking skills with the ability to research issues and recommend solutions.
- Excellent time management and organizational skills with the ability to meet deadlines and adapt to changing priorities.
- Ability to communicate ideas effectively while remaining open to coaching, feedback, and direction.
- Exhibits leadership traits to motivate, communicate, and provide feedback.
- Exercises discretion and judgment when providing feedback, guidance, clarification, and training.
- Demonstrates professionalism, collaboration, and a positive attitude when interacting with employees, managers, clients, and travelers.
- Ability to work remotely while meeting company home office and productivity requirements.
- Ability to sit and work at a computer for extended periods of time, without leaving the work area.
- Able to maintain confidentiality of company and client information.
- Able to work a schedule that falls between Monday-Friday, 7am-7pm CT.
- Able to work some overtime, weekends, and holidays as needed.
- Able to successfully pass a credit, criminal, and/or employment reference background check.
Skills
- GDS System proficiency
- Sabre
- Amadeus
- Microsoft Office Suite
- Outlook
- Word
- Excel
- Teams
- Customer service
- Communication (verbal and written)
- Problem-solving
- Critical-thinking
- Time management
- Organizational skills
- Leadership
- Attention to detail
- Interpersonal skills
- Professionalism
- Empathy
Location
- Remote
Work Type
- Full-time
- Remote
Experience Level
- Team Lead
- Senior Travel Consultant
- 2 years booking domestic and international travel
Education Level
- High school diploma or equivalent
Salary/Compensations
- $27-29/hour
- Opportunities for quarterly bonuses
Benefits
- Medical
- Dental
- Vision
- Life insurance
- Disability insurance
- Flexible Spending Accounts
- 401(k)
- PTO
About the Company
- ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States.
- Ranked as one of the top business travel management companies in the country.
Equal Opportunity
- ADTRAV Corporation an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.