Airline Support Specialist - Texas (Temp to Perm)

About the role

Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. API partners with airlines, cruise lines, and rail operators to improve layover operations, enhance customer experience, and support long‑term growth. The platform powers over 18 million crew‑room nights each year for 100+ airlines and travel operators worldwide.

The Airline Support Specialist supports our airline partner onsite at their office location. In this role, the specialist processes hotel and ground‑transportation reservations, cultivates successful relationships with the airline partner, and maintains a strong focus on providing professional, courteous, and friendly service to our valued customers.

Responsibilities

• Serve as API’s on‑site liaison with the airline partner, providing support, guidance, and training.
• Process client requests received from the airline through the API Operations system; assess all customer needs and respond promptly, accurately, and professionally.
• Follow up on all client requests and transactions to ensure full execution and client satisfaction.
• Alert supervisors to critical items that require management involvement to avoid potential challenges affecting the client or API.
• Negotiate with vendors (hotels, ground transportation, others) to achieve the best outcome for the client and API.
• Resolve client disagreements calmly and professionally; research and present fact‑based solutions.
• Utilize phone, email, fax, and reservation systems (ACES, Hotel Express, IHRS) to track and address client needs and expectations.
• Adapt to irregular operations (IROPS), including extended work schedules and on‑call duties outside regular hours.
• Learn and maintain knowledge of API’s call‑center methodology and reservation systems.
• Achieve a passing score on initial API Operations Agent Training and maintain certification through annual recurrent training.

Requirements

• Knowledge of airline crew scheduling is a strong plus.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems, or related functions (preferred but not required).
• Excellent interpersonal, telephone etiquette, writing, and computer skills.
• Ability to multitask, prioritize, and stay detail‑oriented with strong organizational abilities.
• Flexibility to work weekends, holidays, and overtime as needed.
• Second language preferred; Spanish is a plus.
• Customer‑service background; airline, hotel, or travel experience is a plus.
• Ability to positively represent API in customer‑facing situations.

Compensation

The compensation rate for this position is $22.00‑$25.00 USD per hour.

Schedule

Flexible schedule necessary; holidays and weekends may be required. Extended work schedules and on‑call availability outside regular hours may be needed.

Work Environment

This position operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical demands include regularly talking or hearing, frequently standing, walking, using hands to handle objects, and reaching with hands and arms.