ADTRAV is seeking an Operational Services Agent (Ticketing/Exchange) that follows company procedures, guidelines and standards in the areas of customer service, reviewing Passenger Name Records (PNRs) and profiles, ticketing, utilization of front room Computer Reservations System (CRS) productivity, attendance, accuracy of work, invoicing, etc. The main duties of this position will be dedicated to supporting Technical Services and Operations with ticketing, exchange support, managing queue rejects in Sabre, and file finishing.

Essential Duties and Responsibilities include the following:

• Complete all functions related to servicing the client from a fulfillment perspective including ticket processing.
• Maintain knowledge of reading PNRs and PNR history.
• Resolve ticket errors, and execute voids and refunds as appropriate.
• Issue tickets and use internal scripts, services and databases.
• Review, delete and restore price quotes (PQ).
• Verify ticket validity before staging a reservation for exchange.
• Be familiar with government, public and private fares.
• Review “Special Requests” added online and take appropriate action to support.
• Answer emails promptly from internal/external clients that need assistance.
• Notify the manager promptly of all matters of significance that require correction and take prompt action where necessary or suggest alternative courses of action which may be taken.
• Stay fully informed of all airline rules and regulations, tariffs (domestic and some international) and other industry requirements and accurately apply this information when processing tickets and/or exchanges.
• Utilize Sabre and internal applications to complete duties accurately and efficiently.
• Maintain sufficient account knowledge to assist clients without delay.
• Check queues daily to ensure accuracy and that all issued tickets are complete.
• Meet KPIs as outlined by management (e.g., productivity, transactions, etc.), including maintaining consistent attendance and adherence to the schedule.
• Follow ADTRAV policies, procedures, and approved workflows on how to service travelers.
• Provide excellent customer service in every interaction with internal and external customers. Show empathy and be able to identify and solve traveler issues.
• Communicate effectively with other agents and employees to solve problems, gather information, and service travelers.
• Provide feedback to management on areas that require additional training.
• Become knowledgeable in ADTRAV's industry and customer base.
• Participate in ongoing training to continuously build knowledge and skills in the industry.
• Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
• Adhere to company policies and procedures.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• At least 5 years of travel consultant experience required; minimum of 3 years’ experience processing exchanges.
• Proficiency of at least one CRS.
• Experience using a GDS System; minimum of 3 years Sabre required, Amadeus a plus.
• Knowledge of direct bill and preferred seating processes.
• Highly knowledgeable of city, airline, hotel, and car rental codes and ticketing procedures.
• Understanding of airline rules and regulations, federal travel regulations, Fly America Act and Open Skies Agreement.
• Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
• Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
• Ability to consistently deliver excellent customer service, internally and externally.
• Experience with Microsoft Office suite (Outlook, Word, Excel).
• Excellent English written and verbal communication skills.
• Strong attention to detail with emphasis on accuracy and quality.
• Highly self-motivated and able to manage multiple priorities simultaneously and complete tasks with minimal supervision.
• Strong organizational and problem-solving abilities.
• Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
• Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
• Ability to work remotely and meet the company home-office requirements.
• Able to sit and work at a computer for extended periods of time, without leaving the work area.
• Able to maintain confidentiality of company and client information.
• Able to work a schedule that falls between Monday-Friday, 7am-7pm CT. Able to work overtime and some weekends as needed.
• Able to successfully pass a credit, criminal, and/or employment reference background check.