Bilingual Customer Support Specialist
4 hours ago
Our client, a company that specializes in airline crew accommodations, is seeking a Bilingual Customer Support Specialist / Operations Agent to provide onsite operational and customer support for their Long Island City, NY office. This role is responsible for processing hotel and ground transportation reservations, cultivating strong relationships with our airline partner, and delivering professional, courteous, and efficient service.
- Location: Long Island City, NY (Melville NY for training)
- Pay: $25/hour
- Schedule: Flexible hours, overnight shifts and weekends/holidays required
- Serve as the onsite liaison for our airline partner, providing support, guidance, and occasional training.
- Process and manage client requests with accuracy, urgency, and professionalism.
- Follow up on all requests to ensure full resolution and optimal client satisfaction.
- Escalate critical issues to supervisors as needed.
- Negotiate with hotels, ground transportation vendors, and other partners to secure the best outcomes.
- Resolve client concerns calmly and professionally by researching facts and offering solution-based responses.
- Utilize phone, email, fax, and reservation systems (ACES, Hotel Express, IHRS) to manage requests.
- Adapt to irregular operations (IROPS), including extended hours or on-call needs during operational disruptions.
- Successfully complete initial and recurrent Operations Agent training with a passing score.
- Maintain understanding of reservation systems, call center processes, and API work methodology.
Qualifications:
- Required:
- Must be bilingual in Spanish and English
- Excellent communication and interpersonal skills
- Strong phone etiquette and writing skills
- Ability to multitask, prioritize, and work in a fast-paced environment
- Solid computer proficiency
- Strong attention to detail and organizational capability
- Availability to work weekends, holidays, evenings, and overtime as needed
- Preferred:
- Knowledge of airline crew scheduling
- Experience with GDS, hotel reservation systems, or airline/travel operations
- Airline, hotel, or general travel industry experience is a plus
- Customer service experience preferred
The Solomon Page Distinction
Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.
About Solomon Page
Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook , Twitter , and LinkedIn .
Opportunity Awaits.
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