Air Travel Support Specialist

SP Plus Corporation; Orlando (FL); On-site; USD 19,286 - 24,796; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Flexible spending accounts

Disability insurance

Life insurance

401k

Paid time off

Accident insurance

Job summary

SP Plus Corporation is hiring a Customer Service Representative for our fast-paced call center. You will handle high-volume inbound calls, assist airline passengers with luggage delivery inquiries, and provide clear, timely updates to customers and subcontractors across the United States.

You must be willing to work evenings (3 PM–11:30 PM or 4 PM–12:30 AM) and weekends/holidays, with comprehensive training and strong teamwork. Benefits include medical, dental, vision, and retirement plans.

Qualifications

• Exceptional written and verbal communication skills.
• Ability to work collaboratively in a team environment and support team decisions.
• Solid multi-tasking, prioritization and organizational skills.
• Travel Industry experience is a plus
• Must be available to work holidays and weekends
• Must be available to work our evening shifts between 3 PM-11:30 PM & 4 PM - 12:30 AM

Responsibilities

• Field incoming requests from end users and customers via telephone, e-mail or other established support channels
• Document all relevant information including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken and resolution.
• Utilize knowledgebase, FAQs, peers and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently.
• Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude
• Answer incoming technical requests, quickly analyze, test and resolve the calls
• Create requests using our ticketed tracking system to create and track progress of request
• Process requests that are created via email and communicate with end users
• Monitor and manage orders following up on statuses and progress
• Communicate to end users and customers providing updates and statuses on their inquiries.
• Requires a patient and understanding individual who knows how to satisfy customers and maintain a cool demeanor
• Accurately enter data to ensure the orders are placed correctly.
• Collaborate with co-workers to ensure all orders are entered for the day.
• Ability to work independently and be able to work under pressure
• Utilize computer systems and multiple applications to manage orders
• Handling instances that involve customers who have been separated from their luggage

Skills

Exceptional communication

Team collaboration

Multi-tasking

Travel industry experience

Holiday/weekend availability

Evening shifts availability

Job description

SP Plus Corporation is hiring a Customer Service Representative for our fast-paced call center. You will handle high-volume inbound calls, assist airline passengers with luggage delivery inquiries, and provide clear, timely updates to customers and subcontractors across the United States.

You must be willing to work evenings (3 PM–11:30 PM or 4 PM–12:30 AM) and weekends/holidays, with comprehensive training and strong teamwork. Benefits include medical, dental, vision, and retirement plans.