FCM - Emergency Corporate Travel Consultant (After-Hours/Weekends) - Remote, USA

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 Opportunity

We're seeking an experienced Corporate Travel Consultant to handle urgent travel requests, provide timely assistance, and ensure our clients' needs are met, no matter the time of day, as an integral part of our Emergency Customer Care (ECC) team. As an Emergency Corporate Travel Consultant, you will provide exceptional service and ensure smooth travel experiences for corporate clients, including air, hotel, and ground transportation reservations via Sabre GDS during after-hours and unforeseen situations.

This is a remote after-hours position that requires working overnights, weekends, and holidays. This position requires flexible hours and shift availability as determined by business need and client call volume.

We offer an exclusive four-week (paid) training program that will boost your knowledge, train you on contract airfares, and sharpen your Sabre skills.

Responsibilities

• Coordinate air, hotel, car, and ground transportation bookings for domestic and international travel, often with urgent timelines.
• Demonstrate the ability to work efficiently and multitask while maintaining a professional and positive rapport with clients.
• Ensure compliance with service level agreements to deliver timely and efficient travel assistance.
• Expertly manage rerouting and exchange processes, ensuring minimal disruption to travel plans.
• 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.
• Execute all responsibilities within company guidelines for customer service, documentation of PNRs (Passenger Name Records) and profiles, ticketing, invoicing, and maintaining accuracy throughout.
• Stay fully informed about airline rules, regulations, tariffs, and fare requirements and apply this knowledge accurately to all travel arrangements.
• Engage in ongoing communication within the team through provided channels to collaborate effectively and deliver cohesive travel solutions.
• Keep Travel Managers and Team Leaders up to date with travel-related information, ensuring a united, consistent, and professional approach to client account management.
• Contribute to a safe, inclusive, and accessible work environment where all team members feel welcomed, respected, and supported to thrive.
• Perform other duties and tasks as assigned.

Requirements

• 4+ years of recent, prior experience in corporate travel management, understanding the unique needs and challenges of business travelers.
• In-depth familiarity with Sabre GDS (Global Distribution System) for fare calculations, itinerary management, and ticket issuance.
• A comprehensive understanding of global geography and international travel destinations to offer accurate advice and create optimal itineraries.
• 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.
• The ability to maintain a high level of attention to detail and accuracy, even in fast-paced and high-pressure situations.
• Proficiency in handling multiple urgent tasks simultaneously while maintaining efficiency and quality in each interaction.
• A natural inclination to respond promptly to emergency travel requests and prioritize time-sensitive issues.
• 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.
• A polished and professional demeanor when interacting with clients and colleagues.
• The ability to understand and empathize with clients' travel challenges and concerns.
• Comfortable and proficient in using travel booking systems and various communication tools.
• The capacity to make quick and effective decisions to resolve travel-related issues promptly.
• A proactive approach to addressing challenges and finding creative solutions.
• The self-assurance to handle high-stress situations and provide expert guidance to clients.
• Reliable, high-speed internet connectivity to support core job responsibilities, including video conferencing, access to company systems, and secure handling of company data.

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.
• Commitment to a fun, inclusive, and supportive workplace culture.

Pay

We anticipate offering an hourly pay rate of $28.85. Hourly rate is dependent on relevant factors, including experience, geographic location, and job requirements.

Schedule

This is a remote after-hours position requiring flexible hours, including overnights, weekends, and holidays, as determined by business need and client call volume.