Group Air Support Specialist

Collette is seeking a Group Air Support Specialist to join our Air Team. This is preferably a hybrid position based out of our Pawtucket, RI headquarters.  Internal candidates (hybrid or remote) with group experience may be considered.  

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience immersive benefits when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about people. So, what are you waiting for? Your journey starts here.

Job Summary: 

Reporting to the Manager of Air Operations & Corporate Travel, the Group Air Support Specialist is responsible for providing the best customer service regarding group air to the Group Leaders that qualify in their territory.   Also, building and maintaining strong, long-lasting customer relationships by becoming a trusted advisor on all air-related content. The successful candidate will become the advocate for the group leader, while working with the outside sales team, air operations teams and airlines.

Primary Functions:

• Develop and nurture a relationship with each group leader, building profiles of their air preferences.  
• Schedule welcome calls on air for group leaders in their territory, to set proper expectations and discuss possible options for their air travel needs.
• Review air schedules with group leaders once space is confirmed and discuss alternatives if original space was not available, as well as any options to upgrade to ‘Elite Air’.
• Ensure that all special requests, air deviations, and seat requests are done properly for each of their departures.
• Communicate to group leader prior to space being released so that they can get all names in, if they are not in prior.
• Assist with group air escalations with sales team and group leaders.
• Assist with problem solving on any air issue that may arise due to changes made by the airline.
• Coordinate with Group Air Teams to ensure all requests are confirmed and accurate.
• Follow up with group leader after they return to see how their trip went. Log any concerns on air in their profile.
• Research all service issues and determine the best action for recovery resolution and report back to Manager.
• Travel once a year on the road with a Business Development Manager in their territory to visit accounts.
• Be available to travel to one out of office meeting a year, which may include Sales Meeting.
• Assist with other duties assisted by Manager of Air Operations & Corporate Travel.
• Responsible for covering emergencies on pre-scheduled Saturdays/Holidays throughout the year.

Knowledge and Skills: 

• Bachelor's degree preferred, but not necessary.
• Two years’ experience in air operations preferred.
• Skill in customer service. 
• Knowledge of air operations, GDS air systems, IATA, DOT and ARC rules, quality control procedures and reporting documentation requirements.
• Microsoft Office program experience.
• Ability to work as part of a team environment.
• Ability to communicate effectively, both orally and in writing. 
• Ability to include organizing, prioritizing, and scheduling work assignments. 
• Ability to foster a cooperative work environment. 
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. 
• Ability to create, compose and edit written materials. 
• Ability to plan and organize to optimize productivity.
• Ability to analyze and solve problems.
• Perform special projects and other related duties as assigned or directed by the Air Operations’, Sales, and/or Revenue Management Leadership team. 
• Maintain assigned work area in a safe and orderly condition in accordance with company standards. Comply with all company rules and regulations. 

Compensation & Benefits

We believe in taking care of our team—inside and outside of work.

The pay range for this position is $21 - $26 per hour.

What We Offer:

• Health & Wellness: Medical, Dental, and Vision coverage—plus a Peloton One Membership to keep you moving
• Time Off: Generous PTO, paid holidays, and your birthday!
• Volunteer Time: Paid hours to give back to causes you care about
• Financial Security: 401(k) with company match
• Family Support: Paid parental leave, paid bereavement leave and access to our Employee Assistance Program
• Career Growth: Tuition reimbursement to help you level up your skills
• Exclusive travel discounts, incentives and more!