FCM - Corporate Travel Consultant - Woburn, MA

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses. Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.

About the role

This role will have you arranging domestic and complex international travel for busy executives including air, car, hotel, and ground transportation. Before you begin your role, you will spend four weeks (paid) training to boost your knowledge, train you on contract airfares, and sharpen your Sabre skills.

Our corporate travel agents handle air, car, rail, and ground transportation bookings as well as ticketing, changes, and exchange and queue management. You will also need to offer exceptional customer service to satisfy our business travelers’ needs. We encourage our Corporate Travel Agents to study the travel policies of our corporate accounts and develop relationships with them so business travelers rest assured their needs are in the hands of a dedicated team of professionals they trust.

Business hours are 8:00 AM to 8:00 PM EST Monday – Friday. A typical schedule includes a 40-hour work week with five 8-hour shifts, including an evening shift until 8:00 PM once or twice a week.

Responsibilities

• Coordinate air, hotel, car, and ground transportation bookings for domestic and international travel.
• Build rapport and develop relationships with business travelers to ensure their needs are met by a trusted team.
• Ensure accurate and timely completion of reservations while meeting travelers' needs.
• Execute all responsibilities within company guidelines for customer service, documentation of PNRs (Passenger Name Records) and profiles, ticketing, invoicing, and maintaining accuracy.
• Stay fully informed about airline rules, regulations, tariffs, and fare requirements and apply this knowledge accurately to all travel arrangements.
• Deliver consultative support and exceptional customer service throughout the booking process.
• Keep clients informed about all necessary travel documents and health requirements for their destinations.
• Proficiently handle ticketing, Phase IVs, and exchanges/changes involving complex international fares.
• Expertly manage rerouting and exchange processes, ensuring minimal disruption to travel plans.
• Contribute to a safe, inclusive, and accessible work environment where all employees feel welcomed, respected, and supported to thrive.
• Other duties and tasks as assigned.

Requirements

• 2+ years of recent, prior experience in corporate travel management, understanding the unique needs and challenges of business travelers.
• In-depth familiarity with current Sabre GDS (Global Distribution System) for fare calculations, itinerary management, and ticket issuance.
• Previous exposure to quality control processes to ensure the accuracy and compliance of travel bookings.
• Proficiency in ticketing procedures and scripting, along with the ability to handle complex itinerary changes and exchanges for both international and domestic travel.
• Proven ability to navigate and manipulate complex itineraries, international fares, and Passenger Name Records (PNRs) to meet client requirements.
• A polished and professional demeanor when interacting with clients and colleagues.
• Proficiency in handling multiple urgent tasks simultaneously while maintaining efficiency and quality in each interaction.
• The capacity to make quick and effective decisions to resolve travel-related issues promptly.
• Excellent communication skills to keep clients informed and reassured throughout the travel process.
• A deep commitment to delivering exceptional customer service with a focus on client satisfaction.
• Comfortable and proficient in using travel booking systems and various communication tools.
• Strong technical aptitude with the ability to troubleshoot and adapt to new technologies.
• Self-motivated with the ability to work independently and manage tasks successfully.

Benefits

• Paid Time Off: Up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.
• Travel perks and discounts.
• Health & Wellness Programs and Employee Financial Wellness Services.
• National/International Award Nights and Conferences.
• Health benefits including medical, dental, vision, gender affirming care, and fertility care.
• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability.
• Flexible Spending Accounts.
• Employee Assistance Program.
• 401k program with partial match.
• Tuition Reimbursement Program.
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions.
• Global career opportunities in a network of brands and businesses.
• Diversity, Equity & Inclusion initiatives including Diversity Day (paid leave to observe a holiday or cultural celebration of your choice), Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices.
• Corporate Social Responsibility program supporting nominated charities through volunteering and fundraising, complemented by an Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.
• Fun, reward, and recognition culture including regular Buzz Nights and an annual Global Gathering.

Pay

For this position, we anticipate offering an hourly pay rate of $28.85 plus commission/incentive earnings based on achievable targets. On target earnings average range between $60,000 - $67,000 annually. You may earn between 2-29% in marginal commission rates based on qualified sales achieved each month.