Passenger Agent

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

📋 Description

• Organize hotel accommodations and ground transportation for passengers in distress.

• Handle urgent and last-minute relocations of passengers.

• Receive and address booking requests via the ConneX App, email, chat, telephone, system notifications, and in-person inquiries.

• Collaborate with scheduling teams, internal departments, management, vendors, and passenger support desks.

• Identify suitable and compliant hotel options when contracted hotels are either unavailable or fully booked.

• Secure airline approval for non-compliant accommodation options and document approval details in ConneX notes.

• Process vendor payments according to system configurations and contractual payment agreements.

• Record reservations, agreements, approvals, and relevant background information in TA Connections systems.

• Monitor access to necessary systems, tools, and resources, reporting any issues to the shift supervisor.

• Utilize relevant systems and technology to process, track, and report on booking transactions.

• Assist IT, Billing, and Commission Collections teams with data collection, folio management, payment activities, and issue resolution.

• Maintain attendance, punctuality, break compliance, and adherence to company policies.

• Report workplace incidents to the supervisor on duty and/or HR.

• Assist with special projects and fulfill additional assigned responsibilities.

⛳️ Requirements

• High school diploma or GED is mandatory.

• Some college education is preferred.

• Prior experience in customer service, travel, hospitality, or call centers is advantageous.

• Strong interpersonal, customer relationship, and communication skills are essential.

• Excellent written communication and negotiation abilities.

• Strong organizational skills and the capacity to manage multiple priorities under pressure.

• Ability to work independently while also effectively contributing as part of a team.

• Comfortable communicating with clients, vendors, and business partners through phone and electronic channels.

• Familiarity with hotel sourcing, rate negotiation, and hotel market requirements is a plus.

• General understanding of ConneX or similar booking systems is preferred.

• Strong computer skills and confidence in using multiple systems concurrently.

• Willingness to work shifts, including extended hours during irregular operations.

• Reliable home internet connection with a speed of at least 100 Mbps.

• A quiet home working environment is required.

🏝️ Benefits

• Potential pre-employment screening, which may include employment references, identity verification, criminal record checks, financial or sanctions screening, and other background checks as allowed by local law.

• Equal employment opportunities and reasonable accommodations during the application or interview process.

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