REPORTS TO:  Branch Manager – Business Travel Division 

DOL CLASSIFICATION:  Part-time, Hourly, Non-Exempt

WORK HOURS:  Weekends only - either two, 10 hour shifts (one Saturday and one Sunday) or two, 12 hour shifts (one Saturday and one Sunday),  days and evenings, on a regular, rotating basis.

POSITION PURPOSE:  Provides weekend assistance for Fox World Travel clients, both domestically and internationally, on an emergency basis.  Is knowledgeable in all facets of business travel and provides excellent customer service to both internal and external customers. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Provide travel services for domestic, trans-border and international itineraries


• Counsel clients on efficient routes, lowest available airfares and travel products/services


• Maintain excellent client relations


• Ability to relate to clients at various levels within their organizations using diplomacy and tact


• Anticipate client needs and act on special requests


• Maintain awareness and adherence to our clients procedures, programs and policy guidelines


• Consistent application of Fox World Travel practices and programs


• Meet and strive to exceed quality and productivity goals


• Ability to work under pressure and effectively multi-task while maintaining professional rapport with clients


• Ability to perform in a team environment


• Maintain a favorable working relationship with co-workers in all departments to foster an environment of trust and mutual respect


• Ensure optimum customer service through effective use of computer systems and positive telephone techniques


• Ability to use the Internet effectively to service client needs


• Maintain working knowledge of airline practices, programs & operations


• Maintain working knowledge of vendor loyalty programs


• Knowledge of security requirements


• Knowledge of documentary requirements


• Knowledge and application of consolidator products


• Maintain high level of competency on Apollo GDS


• Extensive knowledge of destination geography


• Provide specialized services to VIP clients


• Act as a role model to reinforce superior customer service and professionalism


• Identify and suggest Fox World Travel process enhancements


• Assist team members with research and resolution of service issues


• Assist in transitioning new team members


• Strive for continual improvement through training and constructive feedback


• Ability to work flexible hours and shifts as determined by business need and client call volume


• Other duties, projects and alternate assignments as determined by business need 

QUALIFICATIONS AND EXPERIENCE: 

• 3-plus years related experience OR equivalent combination of education and experience


• Exceptional customer service skills


• Available to work nights and weekends as scheduled. 


• GDS proficiency, Apollo preferred


• Excellent attention to detail and accuracy


• Strong verbal and written communication, interpersonal and organizational skills


• Friendly and professional demeanor


• Knowledge of industry codes and practices


• Skilled in usage of a personal computer and various software packages


• Preference will be given to bi-lingual (Spanish) candidates