Distressed Passenger Agent

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

📋 Description

• Arrange hotel accommodations for passengers.

• Manage emergency relocations for passengers that arise unexpectedly.

• Collaborate with scheduling and relevant teams to meet operational needs and address passenger-related issues.

• Engage with internal departments and management to troubleshoot problems and accelerate workflow.

• Oversee and verify access to the tools, systems, and resources necessary for job functions.

• Leverage tools and technology to process, monitor, and report transactions.

• Input reservation details, agreements, approvals, and background information into the TA Connections System and related applications.

• Identify suitable and compliant hotel markets and cities in instances where American has no contracted hotels or when existing contracted hotels are fully booked.

• Secure AA approval and document evidence in ConneX notes when only non-compliant hotel options are present.

• Process payments to hotel and transportation vendors according to system configurations.

• Foster positive, open, respectful, and professional communication.

• Formally report incidents to the supervisor on shift and/or HR.

• Adhere to attendance, punctuality, breaks, and compliance with company policies and the Employee Handbook.

• Assist IT, Billing, and Commission Collections departments with data collection, folio gathering, payment collections, and troubleshooting.

• Participate in special projects and complete other assigned tasks.

• Report directly to the Operations Manager.

⛳️ Requirements

• Proficient in English and a native Spanish speaker.

• Exceptional interpersonal, written, and verbal communication skills.

• Strong organizational skills and ability to multitask.

• Knowledge of hotel sourcing, market research, and rate negotiation.

• Competence with Connex and other PC tools.

• Experience in customer service or call center roles is preferred, but not mandatory.

• Flexibility to work varied hours, including evenings, weekends, and during high-demand irregular operations.

• Capability to work independently as well as collaboratively within a team.

• Proficient in interacting with clients and business partners via electronic communication and telephone.

• Basic understanding of Connex.

• Reliable internet connection of 100 Mbps or higher is required.

• A quiet home work environment is essential.

🏝️ Benefits

• Remote work environment.

• Corpay will offer support and setup for your success.

• An inclusive and respectful workplace culture.

• Equal employment opportunity.

• Reasonable accommodation during the application or interview process.

• Potential pre-employment screening in line with applicable laws and policies.

• Additional compensation elements such as bonuses, incentives, benefits, or variable pay may be applicable where relevant.