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Accommodations Plus International · 1 day ago

Customer Support Specialist - Charlotte, NC (Evening / Overnight Shift)

Charlotte, NC

Full-time

Onsite

New Grad, Entry Level

$22/hr - $25/hr

Accommodations Plus International is the global leader for crew accommodation solutions, and they are seeking a Customer Support Specialist to support their airline partner onsite. The role involves processing hotel and ground transportation reservations, cultivating relationships, and providing professional service to customers.

LogisticsTravel Accommodations

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

Qualification

Customer serviceGDS systemsHotel reservation systemsAirline reservation systemsTelephone etiquetteComputer skillsInterpersonal skillsWriting skillsMulti-taskingSecond languageOrganizational skillsFlexible schedule

Required

Flexible schedule necessary - including holiday and weekends and overtime may be required

Total customer service to include but not limited to the following: 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

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

Knowledge of airline crew scheduling is a strong 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

Ability to positively present API in customer facing situations

Customer service background is a plus