Air Booking Coordinator (100% Remote Position)

About the position The Air Booking Coordinator is a vital role within the Travel Services team, responsible for coordinating air travel arrangements for both domestic and international participants traveling to and from program destinations. This position requires a strong focus on customer service, as the coordinator will engage with participants to understand their travel needs and provide tailored solutions. The role involves not only booking flights but also resolving any issues that may arise, ensuring that participants have a seamless travel experience. The coordinator will become an expert in the company's policies and procedures, making informed decisions that align with both participant needs and organizational goals. In this remote-first work environment, the Air Booking Coordinator will handle a variety of tasks, including selling different travel options, managing inbound and outbound calls, and creating preliminary itineraries for participants. The coordinator will also be responsible for handling airline schedule changes and resolving flight issues that may occur due to unforeseen circumstances such as weather events or airline strikes. Additionally, the role includes promoting additional services and educating participants about the benefits of competitive upgrade offers, thereby enhancing the overall customer experience. The ideal candidate will possess strong communication and decision-making skills, with a proven track record in sales and customer service. They will be results-driven and motivated, with the ability to thrive in a fast-paced environment while maintaining a high level of customer satisfaction. The Air Booking Coordinator will play a crucial role in fostering relationships with participants, ensuring that they feel valued and supported throughout their travel experience. This position is not only about booking flights but also about creating a culture of customer loyalty and brand promotion for Road Scholar.

Responsibilities

• Sell a variety of travel options including domestic air, international, negotiated and block space air.

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• Qualify calls and provide the best schedules and pricing for customers to enable first call resolution.

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• Manage inbound and outbound participant calls.

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• Create preliminary itineraries for all TCA enrollments.

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• Handle airline schedule changes following each airline's guidelines.

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• Resolve flight changes during world events, weather, or airline strikes.

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• Assist participants on our Emergency Line as needed to resolve situations.

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• Promote additional services for custom air participants, hotel, and upgrades.

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• Educate the participant on the benefits of our competitive upgrade offers.

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• Match and fulfill customer needs; effective closing skills, solid judgment, and understanding of company/airline policy.

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• Make sound business decisions based on situational events with a strong focus on customer satisfaction.

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• Foster relationships with Road Scholar participants through active listening and engagement.

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• Navigate various computer applications, use search engine skills, and toggle between applications while on the phone.

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• Satisfy or exceed Travel Services performance standards in accordance with goals, objectives, and metrics.

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• Educate customers with sound solutions to increase air on enrollments and enhance customer experience.

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• Take ownership of customer interaction and experience.

Requirements

• Bachelor's degree preferred and/or comparable experience preferred.

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• Excellent communication, decision making, persuasion, and closing skills are a must.

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• 1-2 years' experience with Air Travel preferred.

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• Demonstrated sales and customer service skills, including negotiation and closing capabilities.

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• Solid knowledge of airline negotiated fares.

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• Strong team contributor; ability and willingness to work hard to achieve team objectives.

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• Results driven—enthusiastic, motivated, self-starters.

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• Strong CRM and computer skills, with a capacity to learn new systems; Amadeus or airline GDS a plus.

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• Ability to thrive in change while maintaining consistency in a fast-paced environment.

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• Solid written and oral communication skills.

Nice-to-haves

• Experience with Amadeus or other airline GDS systems.

Benefits

• Medical, Dental and Vision Insurance

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• 20 days PTO annually

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• Paid shutdown between Christmas and New Years

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• Ability to work remote

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• Paid Holidays (14)

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• Retirement Plan with a company match up to 5%

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• Identity Protection

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• Unlimited Online Training

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