Air Specialist

Responsible for effective handling of inbound and outbound calls from start to finish. Including handling sales, service and air calls. Representing the Tauck brand, continuously provides superior service to all clients and travel advisors. Assist travel advisors and guests with all airline and flight related matters including the actual booking of guest airline flights, issuing flight tickets, quality control of each airline reservation and servicing guest special requests on flights as needed. This position will be off the phones working queues, emails, calling airlines, assisting guests on tour. During peak season you will be required to be on the phones to help with call volume. 

There will also be a Saturday rotation approximately every 5 weeks covering Back Office which will give you the Friday before off. This position may also have to cover After Hours if needed. 

KEY RESPONSIBILITIES:

• Calling Airlines, assisting guests on tour with last minute flight disruptions, schedule changes, working queues, and exchanging tickets
• Conduct inbound and/or outbound sales and air calls in an enthusiastic, efficient, service orientated and professional manner; possessing thorough knowledge of company product offerings to enable proper positioning for the effective sales closing process.
• Responsible for managing and maintaining internal air bookings for tours that include flight components, including building passenger name records in the GDS and issuing tickets. Collaborate with group desks to ensure all bookings are handledaccurately, and partner with Operations to communicate guest and ticketing details to Tour Directors.
• Leverage Galileo air booking system to complete more complex air travel arrangements including new flight bookings,changes to existing flights and seats
• Gain knowledge on air contracts specific to Tauck and use this information for flight selections during booking process andconversations with guest/travel agents
• Maintain a detailed understanding of the booking process, capturing all pertinent information, and verifying information onfile; communicating all details of the tours accurately, including cost, options, deposit requirements, cancellation policies,and the travel protection plans offered. Maintain excellent working knowledge of appropriate technology tools and equipment needed.
• Provide accurate, timely and efficient professional responses in the confirmation of airline flight reservations for travel agents and guests. Assist in determining the best carrier/service for each tour.
• Serve as a key point of support for Tour Directors by assisting with their work-related personal flight emergencies when TD (Tour Director) Travel is closed;
• Provide successful resolutions to problems and/or situations as they occur on all airline flight issues.
• Maintain targeted levels of customer satisfaction in all airline related matters.
• Consistently meet or exceed expected performance goals communicated by management.
• Thinks quickly, finds solutions efficiently, and responds with empathy, professionalism, and confidence.
• Perform other duties and responsibilities as required.
   

SKILLS & QUALIFICATIONS:

• Internal candidates require a minimum of 1 year on the Reservations/Start to Finish team and must be in good standing.
• External candidates must have 2 years of experience with an Air Reservation System.
• Must be detail-orientated and have good problem solving skills.
• Must be curious and have a desire for continuous learning.
• Knowledge / experience with Galileo or similar Air Reservation System is a plus.
• Enthusiastic and customer-oriented, committed to maintaining high standards of performance and service.