Senior Travel Counselor - Entertainment & VIP Care

American Express Global Business Travel; Madison (WI); Remote; USD 46,000 - 86,000; Full time

Benefits offered by this job

Flexible benefits

Travel perks

Learning opportunities

Job summary

Amex GBT is seeking experienced travel counselors for its Traveler Care Team, working remotely in a fast-paced, 24/7 environment. You will deliver end-to-end travel services, prioritizing workloads, and supporting clients with complex itineraries.

Ideal candidates have 5+ years in travel consultancy, strong GDS knowledge, and exceptional communication. Weekend shifts are required, with flexible scheduling and access to comprehensive benefits.

Qualifications

• 5+ years of Travel Consultant and Customer Service experience.
• Advanced knowledge of global points of sale and international routings.
• Proficiency in Native GDS (Sabre or Amadeus) and Office 365 products.
• Professional communication and high attention to detail.
• Resolves customer issues quickly and independently.
• Ability to multitask in fast-paced, evolving environments with proactive follow-through.
• Commitment to integrity, personal accountability, and initiative.
• Team-oriented mindset with a positive attitude and openness to feedback.
• Background in Entertainment, News, Sports, Production, VIP or Publicity travel is a plus.

Responsibilities

• Provide frontline travel counselor support; guide on policy, ticketing, and service.
• Prioritize workload and direct team to meet contracted SLAs.
• Participate in training and quality monitoring to ensure service excellence.
• Build strong relationships with team, leaders, clients, coordinators, and suppliers.
• Resolve disruptions, escalations, exchanges, waitlists, and complex fares.
• Deliver feedback via coaching sessions and knowledge sharing.
• Communicate updates on industry policy and best practices.
• Create and maintain training and reference materials.
• Handle customer service research and issue resolution.
• Book and manage global air, hotel, rail, and ground travel accurately.

Skills

Travel consultant experience

Customer service excellence

GDS knowledge

Office 365 proficiency

Policy understanding

Multi-tasking in fast-paced settings

Integrity and accountability

Team collaboration

Entertainment/travel asset background

Tools

Sabre

Amadeus

Office 365

Job description

Amex GBT is seeking experienced travel counselors for its Traveler Care Team, working remotely in a fast-paced, 24/7 environment. You will deliver end-to-end travel services, prioritizing workloads, and supporting clients with complex itineraries.

Ideal candidates have 5+ years in travel consultancy, strong GDS knowledge, and exceptional communication. Weekend shifts are required, with flexible scheduling and access to comprehensive benefits.