API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!
The Customer Support Specialist is responsible for assisting with the operational support and customer service components of the API client requirements, by working with the client to achieve acceptable outcomes.
This collaboration includes all necessary internal departments as well as outside parties to eliminate operational challenges involving clients, hotels and transportation.
Essential Duties and Responsibilities
- Learn and maintain API procedures for work methodology, reservations systems and ACES. Complete Operations Agent certification process.
- Process all client requests received by API Operations department via phone, email, fax or through the API systems.
- Assess all client requirements in order of priority. Ensure hotel and transportation requests are completed.
- Build and maintain business relationship with clients by providing prompt and accurate service.
- Alert the correct hierarchy of critical issue(s), which may require management involvement for resolution for client and/or API.
- Negotiate with vendors (Hotels, Ground Transportation, others) to best support the client and API.
- Resolve client disagreements in a professional manner. Present facts to support solutions.
- Ability to work within a team environment or work independently.
- Punctual and respectful of agreed working hours.
- Other duties as assigned to assist API in achieving its operational goals and objectives.
Qualifications
The qualifications listed below detail the credentials necessary to perform the essential duties of this position. To be successful in this role, you must be able to perform each essential duty satisfactorily.
Education and/or Experience
For the Level I Operations, we would require either one to two years’ experience of airline, hotel and/or travel industry experience is required.
Knowledge/ Skills/Abilities
- Excellent understanding of reservation systems, hotel room blocks/allotments, rate structure, payment forms, and booking processes required.
- Strong computer skills and working experience with airline and/or hotel reservations systems is a plus.
- Working knowledge of EXCEL, Word, Outlook and Internet research is required.
- Knowledge of Ground Transportation reservations.
- Knowledge of Hotels as a product: hotel chains, categories, and locations.
- Strong time management, to ensure that work is delivered on time.
- The ability to prioritize the work provided by others in terms of importance, is imperative to this position
- Demonstrate strong communication skills; must be comfortable engaging in a variety of different communicative modes (verbal, non-verbal, and written). In addition, the ability to listen actively is highly important for this job as well
- Must have an interest and ability in serving others.
- Possess outstanding relationship management and customer service orientation skills
- Bilingual English / Spanish is a plus
Good Faith Compensation
The good faith compensation rate for this position is $22.00 - $25.00 per hour.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
AAP/EEO Statement
Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Skills Required
- One to two years' experience in airline, hotel and/or travel industry
- Excellent understanding of reservation systems
- Strong computer skills with experience in airline and/or hotel reservations
- Working knowledge of EXCEL, Word, Outlook
- Strong communication skills, able to engage in various communicative modes
- Bilingual in English/Spanish
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!
