Lead Travel Counselor

About the role

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. Our Specialized Travel Consultants work in a high-touch service environment to book travel and accommodation for some of our top clients. Working from the comfort of your own home, you’ll collaborate with your team to provide creative and timely travel solutions and an outstanding travel service experience.

Responsibilities

• Provide frontline counselor support with ticketing, problem files, exchanges, and supplier issues
• Oversee phone, email, and messaging channels to ensure SLAs are met
• Direct counselors to where they are needed as volumes ebb and flow between lines of business
• Resolve customer service issues and customer escalations independently
• Build trusted relationships and maintain quality standards
• Support training and onboarding of new employees while sharing best practices and process improvements
• Act as the subject matter expert for the team, coaching and mentoring new and existing travel counselors on difficult bookings and unusual travel situations
• Assist supervisors with workflow management, escalations, queue monitoring, and prioritization of urgent travel requests
• Handle complex domestic and international business travel reservations in Sabre GDS including air, hotels, car rentals, rail, and visa/passport guidance

Requirements

• 5+ years of corporate travel experience with advanced knowledge of Sabre GDS
• Excellent geography and airline fare knowledge, including understanding of international travel requirements, ticketing rules, and fare construction
• Outstanding written and verbal communication skills with a passion for excellence in client service and proactive anticipation of customer needs
• Proven leadership or mentoring experience with the ability to multitask in a fast-paced environment
• Strong attention to detail, integrity in handling personal traveler information, problem-solving skills, and ability to work both independently and collaboratively
• Positive attitude, with the ability to mentor and encourage the team in a way that builds their skills while making them feel cared for
• Strong communication skills and ability to articulate complex processes

Schedule

This team operates 24/7, and this position includes weekend work.

Location: Michigan, United States

Pay

The US national base salary range for this position is from $46,200.00 to $85,800.00. The national range provided includes the base salary that Amex GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

Benefits

• Work and life: Flexible benefits tailored to each country, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: Choice of deals each week from major travel providers on flights, hotels, cruises, and car rentals.
• Development: Access to over 20,000 courses on the learning platform, leadership courses, and new job openings available to internal candidates first.
• Inclusion: Connect with colleagues through global INclusion Groups centered around common identities or initiatives.