ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country.
ADTRAV is seeking a Group Air Coordinator - Dedicated to support group air agents and management with different aspects of the reservation and reporting process. This position will assist with the onboarding, implementation and servicing of group air programs for a dedicated client account, ensuring that we meet the service level standards expected by the client. In addition, the Group Air Coordinator – Dedicated acts as a team lead and will assist other agents with questions and booking requests, and will organize, book, ticket, and generate reports for the account.
Essential Duties and Responsibilities include the following:
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Support the day-to-day operations of a dedicated account and client program to ensure ADTRAV is meeting the service levels expected of our client.
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Act as a subject matter expert and assist agents with questions or issues, being a first level support for agents on applications, processes, procedures, and policies. Escalate issues to management as needed.
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Assist with onboarding, implementation, meeting launch, servicing and offboarding of group air programs for the client.
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Create and coordinate support tickets with internal departments requesting systems be configured according to meeting parameters and to support meeting and client requirements.
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Manage meetings and groups via the GDS and internal systems.
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Conduct quality assurance reviews on meetings reservations and travel records, prior to meeting launch, and provide information to management.
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Coordinate with internal teams to ensure deadlines are met and regular updates are communicated with the client.
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Ensure all department and group processes are properly documented, communicated, and trained on.
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Review meeting parameters and ensure proper setup/configuration within ADTRAV systems.
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Assist with monitoring phone and email queues to ensure that service levels and response time requirements are met. Escalate concerns to management.
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Assign and coordinate work of agents as needed to support operational demands and client deadlines.
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Assist with agent ticketing and ensure reservations are processed accurately and timely.
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Book, ticket, modify, and manage air travel arrangements for group programs of varying sizes. Organize manifests, reporting, traveler updates, schedule changes, and travel documentation.
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Be responsive to travelers and clients throughout the booking process.
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Serve as a liaison between the client, travelers, agents, and internal departments.
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Assist management with airline contracts, group blocks, attrition management, and utilization tracking.
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Follow up with the client regarding travel plans and program requirements.
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Create, maintain, and distribute operational, KPI, SLA and client reports for management and client contacts.
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Research customer service issues and reservations records to provide information and resolution recommendations to management.
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Identify process improvements, workflow efficiencies and training opportunities and provide recommendations to management.
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Maintain job aids, procedures, training materials, and other documentation on the account and processes.
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Meet all KPIs as required for the position and outlined by management (e.g., productivity, transactions, errors, SLAs, response times, meeting set up timelines), including maintaining consistent attendance and adherence to the schedule.
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Document all information in the CRM and other tools as required.
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Utilize various applications, including GDS, online booking tools, Smartsheet, Confluence, Jira, CRMs, and various internal applications.
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Follow ADTRAV policies, procedures, and approved workflows on how to service travelers.
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Provide excellent customer service in every interaction with travelers and the client. Show empathy and be able to identify and solve issues.
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Communicate effectively with other agents and employees to solve problems, gather information, and service travelers and the client.
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Become knowledgeable in ADTRAV's industry and customer base.
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Participate in ongoing training to continuously build and maintain knowledge and skills in the industry and with the account.
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Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
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Adhere to company policies and procedures.
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Other duties as assigned.
Qualifications:
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High school diploma or equivalent required.
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At least 3 years of experience as a group booking and ticketing agent; complex international experience a plus, in both geographical locations and rate structures.
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Experience as a senior agent or mentor preferred.
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Experience working with VIP clients and providing high touch, white glove service.
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Experience contracting and issuing block space preferred.
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Strong knowledge and experience with GDS systems; Sabre required, Amadeus a plus. Proficient with Sabre pricing to include phases.
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Highly knowledgeable of city, airline, hotel, and car rental codes.
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Working knowledge and proficiency in Fly America, Open Skies, and federal travel regulations.
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Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
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Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
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Ability to consistently deliver excellent customer service, internally and externally.
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Proficient with Microsoft Office suite (Outlook, Word, Excel, Teams).
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Experience using CRM to enter and track activities.
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Excellent English written and verbal communication skills.
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Excellent listening skills; able to listen to and respond to the traveler’s needs and clarify as needed.
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Strong attention to detail with emphasis on accuracy and quality.
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Highly self-motivated and able to manage multiple tasks and groups in a fast-paced environment and with minimal supervision.
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Able to respond quickly in a dynamic and changing environment.
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Strong analytical and critical thinking skills.
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Excellent time-management and organizational skills, with a proven ability to meet deadlines and work well under pressure.
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Able to identify a problem and see it through to resolution with minimal supervision.
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Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
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Exhibits leadership traits to motivate, communicate, and provide feedback.
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Exercises discretion and judgment when providing feedback, guidance, clarification, and training.
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Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
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Ability to work remotely and meet the company home-office requirements.
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Able to sit and work at a computer for extended periods of time, without leaving the work area.
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Able to work a schedule that falls between Monday-Friday, 7am-7pm CT. Able to work overtime and some weekends and holidays as needed.
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Be able to successfully attend and pass new hire and department specific training.
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Able to maintain confidentiality of company and client information.
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Able to successfully pass a credit, criminal, and/or employment reference background check.
The pay range for this position is $28-$29/hour. Pay is based on experience booking group travel, working with VIP travelers, and experience as a lead/mentor. ADTRAV offers a competitive benefits package that includes medical, dental, vision, life, disability, Flexible Spending Accounts, 401(k), and PTO.
ADTRAV Corporation an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
