Airline Support Specialist

Accommodations Plus International; Carmel (IN); On-site; USD 30,000 - 33,000; Full time

Job summary

Accommodations Plus International (API) is seeking an Airline Support Specialist to work on-site with our airline partner, processing reservations and building strong client relationships. The role requires evenings through early morning schedule, weekends, holidays, and occasional on-call shifts.

You will use reservation systems, coordinate hotels and ground transportation, and ensure excellent customer service.

Qualifications

• Airline crew scheduling knowledge is a strong plus.
• Experience with GDS, hotel and airline reservation systems is preferred but not required.
• Excellent interpersonal and written communication skills.
• Ability to work in a fast-paced environment with strong computer skills.

Responsibilities

• Serve as API’s on-site liaison with the airline partner, providing support, guidance and training.
• Process client requests from the airline via the API Operations system, ensuring prompt, accurate, and professional responses.
• Follow up on client requests and transactions to ensure complete satisfaction.
• Notify supervisor of critical issues impacting the client or API.
• Negotiate with hotels, ground transportation and others to achieve best outcomes.
• Resolve client disagreements professionally with data-driven solutions.
• Utilize reservation systems to track and meet client needs and expectations.
• Adapt to irregular operations and occasional on-call shifts.
• Maintain knowledge of API call center methodologies and training requirements.
• Earn and maintain a passing score on API Operations Agent Training.

Skills

Airline crew scheduling

GDS systems

Interpersonal skills

Fast paced environment

Telephone etiquette

Writing skills

Computer skills

Multitasking

Attention to detail

Flexible schedule

Overtime

Spanish language

Job description

Who We Are

Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long-term growth. Our mission is to make layovers simpler and more efficient for crew members - and we bring that to life through deep industry expertise and a practical, results-driven approach. Today, API’s platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time. At API, we’re building a culture rooted in succeeding and thriving together. It’s a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters. If you’re looking to grow your career in a company that values steady progress, real impact, and long-term development, we’d like to meet you!

Airline Support Specialist

supports our airline partner onsite at their office location. In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers.

Position Type and Expected Hours of Work

This is a full-time position working a Thursday through Monday, 4:00 PM to 12:00 AM schedule. A flexible schedule is required, including availability to work evenings, weekends, and holidays based on business needs and operational requirements. Additional schedule adjustments may be required as needed.

Essential Functions:

• 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. All responses must be prompt, well-informed, accurate and professionally executed.
• Follow‑up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
• Alert supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
• Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
• Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.
• Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations.
• Adapt to irregular operations (IROPS) to accommodate needs arising from the changing dynamics of airline schedules and unforeseen situations. This includes and is not limited to 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. Maintain currency through annual recurrent training classes. Passing score required to certify completion.

Competencies

• Knowledge of airline crew scheduling is a strong plus.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
• Excellent Interpersonal skills.
• Able to work in a fast paced environment.
• Great telephone etiquette.
• Excellent writing skills.
• Excellent computer skills.
• Ability to multi task and prioritize.
• Detail oriented with great organizational skills.
• Flexible work schedule including availability to work weekends and holidays.
• Able to work overtime if needed.
• Second language, preferrable Spanish is a plus.

Required Experience

• Ability to positively present API in customer facing situations.
• Customer service background is a plus.
• Airline/Hotel/Travel experience is a plus.

Compensation

The good faith hourly pay range for this position is $22.00 - $24.00 per hour, commensurate with experience.

Other Duties

Duties, responsibilities and activities may change at any time according to business needs. The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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