Airline Support Specialist/Operations Agent

The Airline Support Specialist/Operations Agent is the client and vendor main point of contact for API’s Operations Center. Will actively process reservations, maintain and cultivate successful relationships with our Airline partner with a strong focus on providing the best customer service at all times.

Job Duties: Total customer service to include but not limited to the following:

• Be API’s 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 requires 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 the situation at hand e.g. (IROPS) or (other) to accommodate needs created due to the changing dynamics of airline schedules or unforeseen situations. This includes but not limited to extended work schedules, be on official “On Call Roster” when needed off regular working hours.
• Learn and maintain knowledge of API’s call center work methodology and reservation systems that will best serve API’s clients in the most efficient and professional manner.
• Achieve passing score in initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion.

Job Requirements:

• _*Knowledge of airline crew scheduling experience a 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 high paced environment._*
• Great telephone etiquette.
• Excellent writing skills.
• Excellent computer skills.
• Ability to multi task and prioritize.
• Detail oriented with great organizational skills.
• Very flexible work schedule including weekends and holidays.
• Able to work overtime if needed.
• Second language a plus.
• Good work habits.
• Active and responsible team member.

Job Type: Full-time

Job Location:

• Phoenix, AZ

Required education:

• High school or equivalent

Required experience:

• call center/customer service: 1 year
• airline crew scheduling: 1 year
• hotel/tourism: 1 year
• airline operations: 1 year

Job Type: Full-time

Salary: $14.00 /hour

Required education:

• High school or equivalent

Required experience:

• Travel Arrangements: 2 years
• Call Center: 2 years