Do you love to help people, like to solve problems, and enjoy working in a dynamic environment? If the answer is "yes", we should talk.

Many of the world's best-known and biggest companies and governments around the globe rely on CWT to keep their people connected - anywhere, anytime, anyhow - by providing an efficient, safe, and secure business travel experience.

Be at the heart of our business

As a travel counselor, you will provide outstanding customer service to corporatetravelers before, during, and after their business trips. Through our winning combination of outstanding people and innovative technology, we're focused on ensuring that the travel experience of our customers is unforgettable from start to finish, for all the right reasons.

And as part of the Traveler Experience organization, you'll be at the forefront of providing that exceptional experience. Beyond making bookings, you'll play a key role in delivering a safe and enjoyable journey to our clients' traveling employees.

On a day-to-day basis, you will:

*Assists Travel Counselors on a real-time basis with questions related to client-specific policies, standards in creating Passenger Name Records, and questions related to the use of various technical tools.

*Monitors call and email queues to ensure timely servicing of inbound contacts; participates in "MOD" real-time rotation when required.

*Creates or maintains training documents with current processes and procedures.

*Schedules and trains new and existing counselors on new clients, scope and/or processed.

*Assists Team Leader with monitoring customer service and technical skills and provides immediate feedback.

*Communicates new information to ensure consistent procedures are followed.

*Provides feedback via one-on-one and mini-coaching sessions as needed.

*Maintains appropriate level of confidentiality for information shared/observed by position.

*May function as an SME with specific client or scope knowledge and/or serve as the customer point of contact.

*Creates and accurately completes complex travel requests (car, hotel, air, rail) for high-touch accounts and top-tier (VIP, Concierge, Film/TV Production, News, and Publicity) travelers.

*Acts as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation - the entertainment client sector requires a high level of creativity and booking in obscure production locations at times.

*Handles special requests common to the entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)

*Use available online resources to ensure compliance with clients' travel policy.

*Advises clients on international travel requirements such as visas, passports, immunizations, etc.

*Operates within general procedures with supervised results and under minimal direct supervision.

*Interacts with travelers, travel arrangers, and travel managers with the highest level of quality and professionalism.

*Provides 1st level of support for customer service and technical issues to determine root cause and resolution.

*Resolves complex problems/escalations including non-standard and multi-destinations, ticket exchanges, and complex fares for all traveler types and destinations globally.

*Utilizes CWT-preferred vendors to maximize profit and ensures compliance with the clients' travel policy.

*Adheres to CWT standards in delivering customer service including telephone/email etiquette and follows prescribed customer service escalation procedures.

*Attends staff and training meetings for ongoing updates in the travel industry and office procedures.

*Maintains a favorable working relationship with all other company employees and third-party vendors to foster and promote a cooperative and harmonious working climate.

*Performs other duties as assigned.

Sound exciting? Welcome to a culture of caring

Joining CWT means becoming part of a collaborative, close-knit, global community. Our "people first" ethos starts with our colleagues. As a member of the CWT team, you'll see that our core value of caring runs deep. It goes beyond the confines of our company too; our commitment to corporate social responsibility is deeply rooted in what we do and who we are.

Because we care so much for our travelers, we also care for our colleagues by fostering a high-performance and high-quality environment, fully supported by our leaders helping you succeed.

We actively look for people who bring a positive attitude to work with them and that's reflected in the atmosphere in our offices, remote teams and contact centers, and the dynamic between colleagues. Our people want to be here - which explains the long careers of so many of our colleagues.

Speaking of longevity, CWT been in the travel industry for 150 years (and counting). We're proud of our history and even more excited about where we're going next: the corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before.

#LI-REMOTE

Let's grow together

The corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before. If you're looking to learn and grow in your career on the frontline of this exciting industry, we'll be there to support your journey and give you all the tools you need to excel.

The experience and attributes we're looking for in new team members include:

*High School diploma

*7 years of experience working in a customer service environment including 5 years as a travel counselor.

*VIP, Specialty, Entertainment/Production/Publicity, News, and Sports experience highly desired.

*Strong verbal and written communication skills

*Strong attention to detail

*Great active listening and information-gathering skills.

*Proactive consultant - solutions-oriented and accountable with a high focus on customer service.

*Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, Relocation Recruit and/or other specialty travel.

*Excellent working knowledge of the travel industry, and application of client travel policies, procedures, and processes (including complex international reservations, pricing rules, procedures, and changes).

*Proficiency with fare calculations, pricing, processing tickets, refunds, and exchanges

*Must be proficient in research determining root cause analysis.

*Possesses the ability to thrive as a positive contributor in a high-touch, complex interaction environment.

*Must be a "Team Player" and work cohesively with others internally and externally.

*Highly skilled in Sabre GDS, Power Turbo

*Able to efficiently use current technology and easily adapt to changes in technology as they come.Must be able to thrive in an ever-changing technical environment.

*Microsoft Outlook, Word, and Excel

What's in it for you?

There are all kinds of advantages to joining the CWT community. We hope these things have already won you over - but just in case, here are a few extra, important details you probably want to know:

*Hands-on paid training

*Competitive compensation - including shift differentials, referral bonuses, and supplier incentives

*3 weeks of vacation, 14 days of paid holidays, and 8 days of sick leave each full year

*Both on-site and home-based positions available

*Flexible working options: Full-time, part-time, nights and weekends

*Medical/dental/vision

*Employee discounts and supplier incentives

*Employee Assistance Program & Employee Resource Groups

CWT is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.