The Role
The Customer Support Specialist assists airline partners, manages reservations, resolves client issues, and provides excellent customer service in a fast-paced environment.
Summary Generated by Built In
The Customer Support Specialist supports our airline partner onsite at their office location. In this role, the Customer Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers.
Position Type and Expected Hours of Work
This is a full-time, evening position (3pm-1am). Flexible schedule necessary, including holidays and weekends may be required.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Total customer service to include but not limited to the following:
Good Faith Compensation
The good faith compensation rate for this position is $22.00 per hour.
Required/Preferred Experience
Position Type and Expected Hours of Work
This is a full-time, evening position (3pm-1am). Flexible schedule necessary, including holidays and weekends may be required.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Total customer service to include but not limited to the following:
- Serve as API’s on-site liaison with the airline partner, providing support, guidance and training.
- Process client requests received from the airline through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate and professionally executed.
- Follow-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
- Alert supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
- Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
- Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.
- Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations.
- Adapt to irregular operations (IROPS) to accommodate needs arising from the changing dynamics of airline schedules and unforeseen situations. This includes and is not limited to extended work schedules and serving “On Call” when needed outside of regular working hours.
- Learn and maintain knowledge of API’s call center work methodology and reservation systems to best serve API’s clients in the most efficient and professional manner.
- Achieve a passing score on initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion.
- Knowledge of airline crew scheduling is a strong plus.
- Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
- Excellent Interpersonal skills.
- Able to work in a fast paced environment.
- Great telephone etiquette.
- Excellent writing skills.
- Excellent computer skills.
- Ability to multi task and prioritize.
- Detail oriented with great organizational skills.
- Flexible work schedule including availability to work weekends and holidays.
- Able to work overtime if needed.
- Second language, bilingual Spanish/English.
Good Faith Compensation
The good faith compensation rate for this position is $22.00 per hour.
Required/Preferred Experience
- Ability to positively present API in customer facing situations.
- Customer service background is a plus.
- Airline/Hotel/Travel experience is a plus.
Skills Required
- Prior experience with GDS systems, hotel reservation systems, airline reservation systems
- Excellent interpersonal skills
- Detail oriented with great organizational skills
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The Company
What We Do
As the worldwide leader in crew accommodation solutions for over 35 years, API uses proprietary technology, unique software solutions, and our highly experienced team to make sure over 20,000 crew members from more than 90 airlines rest comfortably every night. API’s end-to-end technology platform will transform the way airlines manage crew travel. o Mobile platform, MyCrewCare o Sourcing & Contracting o Crew Planning o Daily Operations & IROPS o Distressed Passenger o Billing & Reconciliation o Business Analytics Offering global support with 24 locations worldwide & Operations Centers in New York, Hong Kong, London and Sao Paolo –making API the only accommodation partner with global teams ready and able to assist 24/7. Visit www.apiglobalsolutions.com to learn more or send us a LinkedIn message!
