Support Services Specialist II
5 months ago
- Carlson Wagonlit Travel SatoTravel (CWTSatoTravel) is seeking an experienced and talented Support Services Specialist II for our San Antonio, Texas location. As a Support Services Specialist II, your mission will be to “Deliver the Perfect Trip” in order to sustain optimum results for our clients and for CWTSatoTravel.
As the U.S. military and government division of Carlson Wagonlit Travel (CWT), CWTSatoTravel is a global leader specializing in seamless travel management services to our U.S. federal clients. We employ a team of more than 900 associates throughout 187 locations in 14 countries and U.S. territories. Though our offices are spread across the world, we are a tight-knit group with access to resources and innovations that enable us to deliver the best services in the industry.
We are very proud of our 65+ year history serving U.S. military and government clients, and are always looking for new talent to help us grow as a team. Our most valuable asset as a company is the quality of our people. We are a growing family, and encourage you to check out our career opportunities and start your journey with CWTSatoTravel today.
- Issuing complex domestic/international tickets to include electronic ticketing, paper ticketing, prepaids, exchanges, refunds, car/hotel invoicing, Southwest ticketing/invoicing and Amtrak (prepaids, kiosks, paper)
- Proficiency with fare calculations, pricing, processing tickets, refunds, exchanges, voids
- Ability to process full and partial ticketing requests
- Ensures all pnrs are quality controlled to include account requirements, Matrix reporting fields, valid fare
- Verifies accuracy of delivery on all paper tickets
- Supports all accounts
- Assists other agents via HelpDesk
- Solves typical travel related problems consistently and is able to assist with Data Integrity queue backs
- Ability to prioritize work essential in the operation of ticket issuance. Capable of ensuring arrangements are accurate, resulting in correct documentation
- Operates within detailed procedures under minimal supervision
- 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 to foster and promote a cooperative and harmonious working climate
- Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position
- Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance
- Maintains regular attendance according to company guidelines
- Performs other duties as assigned
- Prefer minimum 3 years travel agency experience
- Industry knowledge and strong background with reservation skills in order to create domestic and international reservations to include air, hotel, rail, and ground transportation
- Proficiency with the SABRE preferred
- Minimum proficiency using one CRS
- High Proficiency in fare calculations - domestic and international
- Proficiency in domestic airline rules, tariffs with a strong emphasis on international fare rules, tariffs and international routing
- Proficient with Amtrak (ability to book rail and proficient with fare rules) preferred
- Experience with processing refunds/exchanges/Phase IVs
- Excellent customer service skills required; strong people person
- Ability to solve problems
- Ability to meet and maintain required performance standards
- This is a telecommute position.
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