Travel Experience Counselor

Overview

The Travel Experience Counselor is responsible for the successful completion of travel arrangements within CWT and client guidelines, meeting the standards of excellent customer service.

Responsibilities

• Creates domestic reservations for clients to include air, hotel, rail, and ground transportation.
• May create single destination international itineraries to major international destinations.
• Advises clients of international travel requirements such as visas, passports, immunizations, etc.
• Supports one or more accounts.
• Solves typical travel related problems consistently.
• Operates within detailed procedures under minimal supervision.
• Interacts with traveler or travel arranger, and provides 1st level of support for customer service and technical issues.
• Utilizes CWT preferred vendors to maximize profit, and ensures compliance with the clients’ travel policy utilizing available resources, including but not limited to online resources, to ensure compliance with clients’ travel policy.
• Adheres to CWT standards in delivering customer service including telephone/email etiquette, and follows prescribed customer service escalation procedures.
• Follows company procedures, guidelines and standards in building Passenger Name Records, utilization of tools, productivity, accuracy of work, and attendance.
• Attends staff and training meetings for ongoing updates in the travel industry and office procedures.
• Maintains a favourable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
• #LI-DNI

Experience & education

• Minimum 1 year call center experience or equivalent travel counselor experience.
• Industry knowledge and reservation skills in order to create domestic and single destination international reservations.
• Proficiency in a minimum of one CRS
• Sabre experience preferred
• High school diploma or equivalent

Knowledge, skills and abilities (KSAs)

• Excellent customer service skill required
• Ability to meet and maintain required performance standards
• An equivalent combination of education and experience may be considered.

Security Notice

This position enables access to traveler personal identifiable information (PII) as defined by the U.S. Government or vital trust data as defined by CWT, the individual is required to adhere to all government required and/or company mandated information security policies and regulations. The individual is also required to take all information security and Privacy Act training required by the Government and/or company. The individual is required to safeguard any such information and in the event of any improper disclosure to company officials in accordance with applicable information security policies or regulations.