Specialized Lead Travel Counselor

American Express Global Business Travel; Oregon; Hybrid; USD 46,000 - 86,000; Full time

Benefits offered by this job

Travel perks

Learning platform access

Inclusion Groups

Flexible benefits

Job summary

American Express Global Business Travel is seeking an experienced travel counselor to support a high-volume Traveler Care team from home. You will guide policy, process complex bookings, and maintain service levels across global air, hotel, rail, and ground travel.

The role emphasizes proactive teamwork and polished communication in a fast-paced environment. Candidates should have 5+ years in travel/consolidated customer service, deep knowledge of global POS and international routings, and

Qualifications

• 5+ years of Travel Consultant and Customer Service experience.
• Advanced knowledge of global points of sale, and international routings.
• Proficiency in Sabre or Amadeus and O365 products.
• Professional communication and high attention to detail.
• Resolves customer issues quickly and independently.
• Background in Entertainment, News, Sports, Production, VIP or Publicity travel an asset.

Responsibilities

• Frontline travel counselor support; guide team on policy, ticketing, customer service.
• Prioritize workload, and direct team to ensure customer contracted SLAs are achieved.
• Training and quality monitoring to ensure high level of service delivery.
• Build strong relationships and communicate effectively with team, leaders, clients, coordinators, and suppliers.
• Resolve disruptions, escalations, exchanges, waitlists, and complex fare issues.
• Book and accurately manage global point of sale air, hotel, rail, and ground travel bookings.

Skills

Travel industry experience

Customer service excellence

Global POS knowledge

GDS Sabre/Amadeus

O365 proficiency

Communication skills

Tools

Sabre

Amadeus

O365

Job description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.This Traveler Care Team is seeking positive, energetic, customer-focused travel counselors to join our Global Entertainment Hub. This team provides end-to-end, full-scope travel services. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing and organized with excellent follow-through. Working from the comfort of your home, you'll collaborate with your team to provide creative, timely, and outstanding travel service experiences.

What You'll Do

• Frontline travel counselor support; guide team on policy, ticketing, customer service
• Prioritize workload, and direct team to ensure customer contracted SLAs are achieved
• Training and quality monitoring to ensure high level of service delivery is adhered to.
• Build strong relationships and communicate effectively with your team, leaders, clients, coordinators, and suppliers.
• Resolve disruptions, escalations, exchanges, waitlists, and complex fare issues.
• Provides feedback via one-on-one and mini-coaching sessions as needed
• Communicate effectively; sharing knowledge, industry and policy updates regularly
• Creates and maintains training, and reference materials
• Customer Service research and resolution
• Book and accurately manage global point of sale air, hotel, rail, and ground travel bookings.

What We're Looking For

• 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 O365 products.
• Professional communication (written and verbal) and high attention to detail.
• Resolves customer issues quickly and independently.
• Ability to multitask in fast-paced, evolving environments and proactive follow through.
• Commitment to integrity, personal accountability, and initiative.
• Team-oriented mindset, positive attitude and openness to feedback.
• Background in Entertainment, News, Sports, Production, VIP or Publicity travel an asset.

Our Traveler Care unit operates in a 24/7 environment . We are hiring for weekend shifts, and shift flexibility is required.

The US national base salary range for this position is from $46,200 - $85,800

The national range provided includes the base salary that the company expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate's relevant experience, skills, knowledge, and work location.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Location United States

The US national base salary range for this position is from $46,200.00 - $85,800.00

The national range provided includes the base salary that Amex GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate's relevant experience, skills, knowledge, and work location.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INCLUSION Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.