Group Air Advisor

About the role

This position is best filled by someone who is a self-starter, who pays attention to detail while being innovative and maintaining a positive attitude with a high level of adaptability. Project management skills are key. Will need to be extremely task oriented, meeting daily deadlines, a high sense of prioritization skills, and the ability to think outside the box. Books domestic and international group air reservations in support of various group movements. Works closely with event planners and sponsors on providing air services. Provides superior customer service through the maintenance and communication of travel related information. Accountable for meeting contractual obligations with airlines on a program-by-program basis, monitoring block space deadlines, ticketing codes, and other requirements. A positive environment of teamwork is an integral part of our success. Working cohesively is necessary in providing the excellence we have built our reputation on. Internal customer service is as important to our success as external customer service. We count on every member of our team to promote a positive workplace for each other. All AFS team members are an integral part of the team, assisting co-workers and clients with extraordinary customer service. AFS also require flexible work hours as business needs dictate.

Responsibilities

• Manages all office routines as directed by management while keeping management appraised of any registration back‑log or impending service issue
• Processes air travel requests and e‑mails according to agreed service standards
• Works closely with client registration systems and develops a key sense of the operation
• Returns all calls and messages according to AFS service standards, keeping customers informed of developments and changes in a timely manner
• Gains ticketing & budget approvals according to program guidelines
• Performs ticketing and exchange processes accurately, and with appropriate accounting data
• Works and maintains queues daily
• Responsible for finalizing refunds and closing programs in a timely manner
• Participates on operational conference calls and prepares inclusive Program Guidelines to share with the team
• Ensures optimum customer service through effective use of phone systems and positive telephone service techniques
• Meets and exceeds customer expectations by managing customer service to agreed upon levels related to telephone, quality, and productivity and by providing value‑added solutions and recommendations
• Maintains knowledge of preferred vendor programs and applies knowledge to exploit company‑vendor relationships
• Knows and properly uses airline terminology, codes, fare basis, airline rules