Concierge Travel Experience Counselor III- US Virtual

Carlson Wagonlit Travel (Hauptsitz Deutschland) / CWT Beheermaatschappij B.V. Deutschland; United States; Remote; USD 57,000 - 63,000; Full time

Job summary

Join a leading digital travel management company as a Concierge Travel Experience Counselor. This role offers the chance to provide exceptional service to high-level travelers, ensuring their travel experiences are seamless and enjoyable. With a focus on creating personalized travel solutions, you'll be part of a dynamic team that thrives in a fast-paced environment. Enjoy competitive compensation, flexible working options, and a commitment to diversity and inclusion. If you're passionate about travel and customer service, this is your opportunity to shine in a supportive, innovative workplace.

Benefits

Hands-on paid training

Competitive compensation

Shift differentials

Referral bonuses

Supplier incentives

3 weeks of vacation

14 days of paid holidays

8 days of sick leave

Flexible working options

Qualifications

• 7+ years in customer service with 5+ years as a travel counselor.
• Must have Concierge or VIP travel experience.

Responsibilities

• Create complex travel requests for high touch accounts.
• Act as a trusted advisor with informed recommendations.
• Handle special requests for the entertainment industry.

Skills

Customer Service

Concierge Travel Experience

Communication Skills

Problem Resolution

Attention to Detail

Proactive Consulting

Geography Knowledge

Tools

Sabre GDS

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Job Description - Concierge Travel Experience Counselor III- US Virtual (2500001M)

CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow. We provide their employees with innovative technology and an efficient, safe and secure travel experience. Joining CWT means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.

In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience – delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company, and we will get there by moving forward together.

Position Overview

Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer-focused travel counselors to join our Global Entertainment Client Hub. This team provides end-to-end, full scope travel services for the highest-level travelers. Candidates must be comfortable working in a fast-paced environment and providing white-glove service to c-suite executives. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow-through. Concierge level service and experience is a must.

Travel counselors would be supporting global accounts, including booking for travelers in multiple countries. This is a Monday-Friday 11am-8pm Central role.

On a day-to-day basis, you will:

1. Create and accurately complete complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (Concierge) travelers.
2. Act as a trusted advisor by offering informed and insightful recommendations to provide the best traveler experience.
3. Handle special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, etc.).
4. Proactively offer best options based on client travel policy and requirements for each interaction.
5. Respond to requests (phone, email, chat) promptly, completely, and professionally.
6. Accurately follow and apply client travel policy based on travel type and client expectations.
7. Demonstrate excellent professional customer service and problem resolution skills.
8. May function as a Subject Matter Expert (SME) with specific client knowledge.
9. Resolve complex problems/escalations including non-standard and multi-destination travel.
10. Provide new ideas, feedback, and out-of-the-box thinking to leadership.
11. Use correct grammar during all interactions.
12. Effectively demonstrate patience and empathy while controlling the contact.
13. Work cohesively with others internally and externally.
14. Proactively contact suppliers with any special requests.
15. Maximize the use of client negotiated airfares, cars, and hotels.

Qualifications

1. 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor.
2. Must have Concierge, VIP, or Specialty travel counselor experience.
3. Strong verbal and written communication skills.
4. High attention to detail.
5. Proactive consultant - solutions-oriented and accountable.
6. Excellent working knowledge of the travel industry and application of client travel policies.
7. Solid grasp of world geography and international travel routings.
8. Highly skilled on Sabre GDS.
9. Able to use current technology and easily adapt to changes in technology.
10. Microsoft Outlook, Word, and Excel proficiency.

What’s in it for you?

1. Hands-on paid training.
2. Competitive compensation including shift differentials, referral bonuses, and supplier incentives.
3. Salary Range between USD 57,000 - USD 63,000 yearly.
4. 3 weeks of vacation, 14 days of paid holidays, and 8 days of sick leave each full year.
5. Flexible working options: Full-time, part-time, nights, and weekends.

CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer.

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