Lead Travel Counselor TEC III - Entertainment News Media Client Virtual

Job Description - Lead Travel Counselor - TEC III - Entertainment News Media Client

CWTisone of the world's leading digital travel management companiesand asa Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected - anywhere, anytime, anyhow - and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience. Joining CWT means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.

In theTraveler Experienceorganization, we provide more than just one booking. Through the combination of people and technology, we are focused on the complete travel experience - delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company, and we will get there by moving forward together.

We are hiring only for Evening and Overnight Shifts

Position Overview

• Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer focused, Senior-level Travel counselor to join our Global Entertainment Client Hub as the Lead travel Counsellor. This team provides end-to-end, full-scope travel services for the highest-level travelers of our client account in the Entertainment, News/Media, Sports professions. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow-through. Travel counselors would be supporting global accounts, including booking for travelers in multiple countries. The Lead Travel counselor will be supporting a global account, including booking for travelers in multiple countries, 24x7x365.

• Position is an evening shift with occasional overnight shift coverage

Position Description

• Assists Travel Counselors on a real-time basis with questions related to client specific policies, standards in creating Passenger Name Records, and questions related to the use of various technical tools

• Monitors call and email queues to ensure timely servicing of inbound contacts; participates on "MOD" real time rotation when required

• Creates or maintains training documents with current processes and procedures

• Schedules and training new and existing counselors on new clients, scope and/or processed

• Assists Team Leader with monitoring customer service and technical skills and provides immediate feedback

• Communicate new information to ensure consistent procedures are followed

• Provides feedback via one-on-one and mini-coaching sessions as needed

• Maintains appropriate level of confidentiality for information shared/observed by position

• May function as a SME with specific client or scope knowledge and/or serve as the customer point of contact

• Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (VIP, Concierge, Film/TV Production, News and Publicity) travelers

• Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation - entertainment client sector requires a high level of creativity and booking in obscure production locations at times

• Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)

• Use available online resources to ensure compliance with clients' travel policy

• Advises clients of international travel requirements such as visas, passports, immunizations, etc.

• Operates within general procedures with supervised results and under minimal direct supervision

• Interacts with travelers, travel arrangers, and travel managers with highest level of quality and professionalism

• Provides 1st level of support for customer service and technical issues to determine root cause and resolution

• Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally

• Utilizes CWT preferred vendors to maximize profit, and ensures compliance with the clients' travel policy

• Adheres to CWT standards in delivering customer service including telephone/email etiquette, and follows prescribed customer service escalation procedures

• Attends staff and training meetings for ongoing updates in the travel industry and office procedures

• Maintains a favorable working relationship with all other company employees and third-party vendors to foster and promote a cooperative and harmonious working climate

• Performs other duties as assigned

Position Requirements

Experience