Job Description Operations Support Specialist II - ( 210000O8 ) * Issuing complex domestic/international tickets to include electronic ticketing, paper ticketing, prepaids, exchanges, refunds, car/hotel invoicing, Southwest ticketing/invoicing, Amtrak, OBT agent assist queues.

* Proficiency with fare calculations, pricing, processing tickets, refunds, exchanges, voids.

* Ability to process full and partial ticketing requests.

* Ensures all pnrs are quality controlled to include account requirements, Matrix reporting fields, valid fare.

* Verifies accuracy of delivery on all paper tickets.

* Supports all accounts.

* Assists other agents via HelpDesk.

* Solves typical travel related problems consistently and is able to assist with Data Integrity queue backs.

* Ability to prioritize work essential in the operation of ticket issuance. Capable of ensuring arrangements are accurate, resulting in correct documentation

* Operates within detailed procedures under minimal supervision.

* 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 to foster and promote a cooperative and harmonious working climate.

* Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.

* Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.

* Maintains regular attendance according to company guidelines .

* Performs other duties as assigned.

**Qualifications**

**Position Requirements**

* High school diploma or equivalent

* Minimum 12 months travel agency experience or equivalent travel counselor experience.

* Industry knowledge and reservation skills in order to create domestic and single destination international reservations to include air, hotel, rail, and ground transportation.

* Proficiency in a minimum of one GDS.

* Proficiency in fare calculations.

* Proficiency in airline rules, tariffs.

* Ability to meet and maintain required performance standards

* Excellent customer service skill required

* Flexibility with Work Schedule

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

**Primary Location**

: US-TX-San Antonio Experience Level : 1 to 3 years