Air Assist Specialist

ABOUT GLOBUS FAMILY OF BRANDS

With 95+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 70 countries on six continents across the globe. With equal measures vision and hard work; team collaboration and commitment; adaptability, honesty, and integrity as well as a genuine love for all-things-travel, the Globus family of brands – a leader in international travel – now offers unparalleled, perfectly planned tours; inventive, inspiring cruises and modern, independent vacation packages to millions of travelers.   

Travel and/or in-office presence may be required at times. Generous benefit package including travel benefits and retirement.

THE DEPARTMENT

There are several work groups within the Air Operations department: Air Contracting & Ticketing, Group Air, Staff Travel, and Air Service and Support. They strive to support clients in finding solutions and security in their travel plans while providing excellent customer service in an ever-changing environment. The Air Operations team contracts, maintains, fulfills, and reports airline bookings and tickets for all destinations in Globus’ portfolio. Additionally, the group is responsible for securing, analyzing, and adhering to air carrier contracts and published fare rules. 

THE ROLE

With many GFOB vacations beginning and ending with air, these teams strive to support guests in securing air as part of their travel plans while providing excellent customer service in an ever-changing environment. The Air Assist Specialist is part of the Call Center Support team and serves as the front lines of the Air Department to help sales complete a one call process.  Their responsibility is to provide top-notch air support for new and existing air bookings for our Call Centers via phone and messaging.

PRIMARY RESPONSIBILITIES:

• Achieve one-call resolutions for call center associates while guests or travel agents remain on the phone including conference calls and some warm transfers
• Responsibilities include but are not limited to:
  • Adjust / correct schedule changes
  • Ensure new routes meet budget or advise of new flight pricing
  • Ability to upsell and calculate new pricing
• Ability to read and decipher airline fare quotes and fare rules
• Ensure the air itinerary is completed and within the corresponding tour/cruise flight windows
• Request special meals, seats, wheelchair for air-inclusive guests
• Ability to explain in simple terms so that call center associates can explain resolutions to the guest or travel agent
• Offer alternative or improved routing options, when available, for an additional cost
• Queue any PNR’s needing to be ticketed, exchanged, or reissued to Ticketing queues
• Ensure proper documentation is including both on the PNR and in Reservation System for awareness of all teams

ADDITIONAL RESPONSIBILITIES MAY INCLUDE:

• Speaking with travel agents and guests directly to resolve minor air escalations
• Assist in Air Department daily tasks, including schedule changes and work requests, when not taking phone calls

EXPERIENCE PREFERRED

The preferred candidate has noteworthy experience in the following areas:

• 1-3 years of experience with airline contracts, air operations, block space and/or inventory management, or working in a similar position within the travel industry
• Demonstrating the importance of service in retaining guest loyalty
• Building client/guest relationships
• Working knowledge of domestic/international itineraries, faring rules and construction, air regulations and concepts
• Technical and functional expertise with Globus Distribution Systems (GDS), preferably Sabre
• Product knowledge of Globus family products, services, and policies
• Experience with Microsoft Office – including Word, Excel, Teams and SharePoint Online 
• Interpersonal Effectiveness:

• Self confidence in tasks, capabilities, decisions, and ideas
• Adaptability and flexibility to multiple demands and work area needs or changes
• Ability to be self-reliant, take initiative, and effectively resolve difficult client and guest issues independently
• Understanding of contact center schedule adherence requirements, adhering to post schedules and using proper phone status  

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.