Airline Support Specialist

About This Role

Supporting the company's airline partners on-site at their office locations is the core of this specialist role. The Airline Support Specialist processes hotel and ground transportation reservations, builds successful relationships with airline partners, and focuses on providing professional, courteous, and friendly service to customers.

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, ensuring all responses are prompt, well-informed, accurate, and professionally executed
• Follow up on all client requests and transactions, ensuring all tasks are fully executed and client satisfaction is critical
• Alert supervisor on all critical items requiring management involvement to solve and/or avoid potential challenges that may adversely impact either the client or API
• Negotiate with vendors (hotels, ground transportation providers, and others) to achieve the best outcome for the client and API
• Resolve client disagreements in a calm and professional manner, researching and presenting solutions to satisfy client needs based on facts
• Effectively use all available tools and methodologies, including phone, email, and reservation systems (ACES, Hotel Express, IHRS), to track and provide solutions to client needs, requests, and expectations
• Adapt to irregular operations (IROPS) to accommodate needs arising from changing airline schedules and unforeseen situations, including 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 and maintain currency through annual recurrent training classes, with passing scores required for certification

Requirements

• Ability to positively represent API in customer-facing situations
• Flexible work schedule, including availability to work weekends and holidays
• Ability to work additional hours when business needs require

Nice to have:

• Knowledge of airline crew scheduling
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems, and/or related functions
• Customer service experience
• Airline, hotel, travel, or hospitality industry experience
• A second language, preferably French or Spanish

Benefits

• Monthly transportation allowance to support commuting costs