Onsite Distress Passenger Agent

About the role

This position falls under our lodging line of business and is located in Schaumburg, IL.

Responsibilities

• Managing and coordinating hotel and ground transportation accommodations for distressed passengers
• Handling emergency relocations and last-minute booking changes during irregular operations
• Communicating with internal teams and external vendors to ensure smooth resolution of accommodation issues
• Sourcing compliant hotel options and managing approval processes for non-contracted or non-compliant properties
• Making vendor payments in accordance with contractual terms and system protocols
• Accurately recording all reservations, approvals, and notes within the TA Connections (ConneX) system
• Maintaining a positive, professional, and customer-focused attitude while adhering to company policies and standards
• Reporting incidents in a professional manner to Supervisors or Human Resources
• Participating in special projects or additional duties as assigned

Qualifications & Skills

• High school diploma or GED required; some college education preferred
• Minimum 2 years of experience in the airline and/or hotel industry preferred
• Previous experience in customer service or call center environment preferred
• Strong computer skills with experience using business systems and applications (e.g., ConneX, MS Office)
• Excellent verbal and written communication skills with strong interpersonal and negotiation abilities
• Strong multitasking and problem-solving capabilities with attention to detail
• Ability to work both independently and collaboratively within a team
• Availability to work varying shifts and extended hours during irregular operations
• Reliable high-speed internet connection (100 Mbps or higher) and a quiet home environment (for emergency remote work)
• Must be legally authorized to work in the country of employment

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401(k) plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, sick, personal, and volunteer time
• Employee discounts with major providers (wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun, collaborative culture with company-wide contests and prizes