Travel Counselor - Part Time

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. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

Role Summary

The role of the VIP Traveler Counselor in GBT is to deliver a premiere service experience for our high-profile business travel Customers by providing consultative, creative and timely travel solutions, using available tools and technology as needed. It is an exceedingly high touch service environment, where you will have true accountability for the service relationship and customer experience.

The role will form part of a highly skilled virtual (at home) team of Corporate Travel Counselors. The role would report to a Team Coach. This role is Part-Time

Principle accountabilities

The VIP Travel Counselor role has the following accountabilities.

• Act as Travel Advisor and Consultant to C-Level, executive and Road Warrior travelers for a dedicated multi-national account.
• Provide consultation, solutions, and recommendations, from analysis and research on the best available fare/routing, ensure preferred air carrier and partners are recommended, whilst ensuring adherence to the customers agreed travel policy and requirements.
• Ensure customer travel profiles are detailed and accurate, following internal compliance and regulatory requirements for all customers and locations supported.
• As a VIP Travel Counselor, you are also accountable for ensuring you meet the servicing of your nominated account or clients travel requirements, whilst adhering to one’s nominated call schedule daily, reporting any variances in the workforce management scheduling tool and to your team leader or coach.
• Act as the point of sale on all travel requirements, arranging both routine and complex domestic and international business travel for air, car, rail, car service, and hotel accommodations, utilizing the Sabre GDS.
• Operate in a servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction, call adherence, call service metrics and influencing the sale of preferred air and hotel partners.
• Deliver highly personalized service, use positive telephone service techniques; act on special customer requests and maintain excellent client relations
• Assist with routine and non-routine traveler requests such as companion travel and concierge type services.
• Coach, develop and mentor more junior Travel Counselor colleagues in the team as needed.

Previous Experience

• Experience working in a team, high touch service environment where performance is measured through both customer satisfaction, but also through meeting and exceeding key revenue and servicing targets.
• No less than 1 year corporate travel counselor experience but preferably at least 5 years corporate travel counselor experience, including detailed understanding of fares and ticketing rules, both domestic and international, land and air travel.
• Experience in working with at least one Global Distribution System (GDS) such as Sabre,
• Understanding and awareness of partner products and services, such as airline, hotel and vehicle or rail services.

Skills and Competencies

• Effective listening skills with ability to anticipate customer needs, quickly evaluate issues, determine route cause and solution, check for shared understanding and address misunderstandings promptly
• Passion for delighting customers by delivering premium level, consistent customer service
• Learning agility and openness to feedback
• Attention to detail - ability to act with integrity, deal sensitively with personal and confidentiality traveler information
• Change ready, ability to work under pressure, multi-tasking while maintaining a professional rapport
• Professional communication – both written and verbal; ability to communicate with confidence, establish relationship trust, and create a credible impression
• Self-motivated, highly productive in a self-directed work environment; demonstrate initiative with a strong commitment to goals, objectives and work ethic

We currently service our dedicated customer from 8:30a – 8:30p ET Monday through Friday. You should be available to work any shift within those hours.

Please be aware that you must be in role for 1 Year before applying for an internal position.

Create your journey at Amex GBT!

As a Travel Counselor, you’ll join our highly skilled remote team, providing outstanding service to our corporate business clients.

We’re most proud of our warm and inclusive culture, innovation in the travel tech space, internal promotions, and career advancement opportunities; most of our Traveler Care leadership started as a Travel Counselor, and you can find us in almost every other department at GBT!

We’re excited for you to experience our values (People, Passion, and Progress) in action, and look forward to your application.

What You’ll Do on a Typical Day

• Ensure compliance to customers’ agreed travel policy, service provider policies, and regulatory requirements
• Advise and arrange travel for corporate business customers (both individuals and groups)
• Collaborate within your team to coach, mentor, and provide constructive feedback to improve service levels
• Arrange and book domestic and international business travel, in a variety of complexity, for air, road, rail, and accommodations
• Conduct analysis and research on travel options, and pro-actively anticipate traveler needs to sell additional services
• Use positive telephone service techniques and act on special customer requests
• Use various Global Distribution Systems (GDSs), including Sabre, Apollo, Galileo and Amadeus. Training may be provided

We look forward to sharing more detailed job functions and key performance indicators during the interview process.

What We’re Looking For

• Passion for excellence in client service, including proactive anticipation of needs
• Attention to detail
• Possess a strong understanding of the travel industry (background in business travel, leisure travel, or airline reservation)
• Act with integrity, and look after personal traveler information
• Professional communication (written and verbal)
• Native GDS expertise (Sabre, Apollo, Amadeus and/or Galileo)
• Teamwork and openness to feedback
• Resolving customer issues quickly and independently / with supplier

Our Traveler Care unit is a 24/7 operation. We have specific colleagues dedicated to the night shift, however, please be flexible and prepared to work afternoon shifts (12-8pm) and weekends.

Location

United States - Virtual Location

The US national hourly wage range for this position is from $17.00 to $29.00 per hour. The national range provided includes the hourly rate that GBT expects to pay for the role. Actual hourly wage rate 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.

This role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

GBT 2023 Benefits-at-a-Glance

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• And much more!
• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
• Wellbeing resources to support mental and emotional health for you and your immediate family.

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult

GBT Recruitment Privacy Statement

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What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!