Air Booking Coordinator, Travel Services

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Collaborate with both domestic and international participants to arrange air travel to and from program locations.

• Deliver outstanding customer service within a team-oriented framework.

• Address customer inquiries and concerns while finalizing air travel arrangements.

• Gain proficiency in company policies and procedures, making situational decisions based on the needs of participants and the organization.

• Offer domestic, international, negotiated, and block space air travel solutions.

• Screen calls and provide schedules and pricing to facilitate first-call resolutions.

• Handle both inbound and outbound calls from participants.

• Prepare preliminary itineraries for all TCA enrollments.

• Manage airline schedule modifications in accordance with airline regulations.

• Address flight alterations resulting from global events, weather issues, or airline strikes.

• Support participants on the Emergency Line as required.

• Promote supplementary services for custom air participants, hotels, and upgrades.

• Inform participants about competitive upgrade opportunities.

• Align and meet customer needs using effective closing techniques and sound judgment.

• Make business choices that prioritize customer satisfaction and advocate for the Road Scholar brand.

• Cultivate participant relationships through active listening and engagement.

• Navigate multiple computer applications and search engines while assisting over the phone.

• Meet or surpass Travel Services performance benchmarks and metrics.

• Enhance air enrollments and improve the customer experience.

• Take responsibility for customer interactions and experiences.

• Work Monday to Friday, from 9:00 a.m. to 6:00 p.m. Eastern Standard Time in a contact center setting.

⛳️ Requirements

• Bachelor's degree preferred or equivalent experience considered.

• Exceptional communication, decision-making, persuasion, and closing skills.

• 1-2 years of experience in Air Travel preferred.

• Proven sales and customer service abilities, including negotiation and closing skills.

• Strong understanding of airline negotiated fares.

• Contribute effectively to team efforts and demonstrate a commitment to achieving team goals.

• Results-oriented, enthusiastic, and self-motivated individual.

• Proficient in CRM software and computer skills, with the ability to learn new systems quickly.

• Experience with Amadeus or other airline GDS is an advantage.

• Ability to adapt to change while maintaining consistency in a fast-paced environment.

• Solid written and verbal communication abilities.

• Candidates should reside in the Eastern or Central time zones of the United States.

• Must complete an online application, including a work experience section, and attach a resume and cover letter.

🏝️ Benefits

• Medical, Dental, and Vision Insurance (with a significant employee subsidy!).

• 403(b) Retirement Plan with a company match of 5% after one year of employment.

• Up to 20 days of paid time off (PTO) annually.

• Paid week off at the end of December, in addition to PTO.

• Generous employee discounts on Road Scholar programs.

• Access to a Care.com membership.

• Optional IATA membership.

• LinkedIn Learning access.

• Additional professional development opportunities.

• Fully remote work environment.