Full Job Description

American Express 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.

American Express is seeking a VIP Travel Consultant to be responsible for all aspects of travel management for our VIP clients. This includes conversing with customers through multiple communication channels to determine destination, mode of transportation, travel dates, financial considerations and accommodations required. The VIP Travel Consultant will also be responsible for booking and issuing domestic and complex international airline itineraries, hotel reservations and car and train reservations through a GDS system.

Essential Duties and Responsibilities include the following:

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Answer calls and emails promptly from clients who are requesting new travel arrangements or changes to existing itineraries.
Utilize Sabre to book and issue airline, hotel, car, and other reservations, accurately and efficiently.
Maintain sufficient account knowledge to assist clients without delay.
Check queues daily to ensure accuracy and that all issued tickets are complete.
Maintain service non-stop programs such as preferred vendors, Waiver/Favors, RezCritiques, and Vacation Referrals.
Provide travel expertise to clients.
Send quotes for international travel; break rules down to see if there are restrictions or are non-refundable, understand open skies and FAA rules.
Meet KPIs as outlined by management (e.g., productivity, transactions, etc.), including maintaining consistent attendance and adherence to the schedule.
Communicate with airlines on flight changes, seating, and upgrades and provide updates to the client as needed.
Follow American Express policies, procedures, and approved workflows on how to service travelers.
Provide excellent customer service in every interaction with travelers. Show empathy and be able to identify and solve traveler issues.
Communicate effectively with other agents and employees to solve problems, gather information, and service travelers.
Become knowledgeable in American Express ‘s industry and customer base.
Participate in ongoing training to continuously build knowledge and skills in the industry.
Represent American Express by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
Adhere to company policies and procedures.
Other duties as assigned.

Qualifications:

High school diploma or equivalent required.
At least 5 years of experience booking corporate domestic and international travel; complex international a plus.
Experience working with VIP clients and providing high touch, white glove service.
Experience using a GDS System; Sabre required, Amadeus a plus.
Highly knowledgeable of city, airline, hotel, and car rental codes.
Understanding of federal travel regulations, Fly America Act and Open Skies Agreement.
Ability to weigh cost benefits and recommend alternate travel options to traveler within corporate policy.
Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
Ability to consistently deliver excellent customer service, internally and externally.
Experience with Microsoft Office suite (Outlook, Word, Excel).
Excellent English written and verbal communication skills.
Excellent listening skills; able to listen to and respond to the traveler’s needs and clarify as needed.
Strong attention to detail with emphasis on accuracy and quality.
Highly self-motivated and able to manage multiple priorities simultaneously and complete tasks with minimal supervision.
Strong organizational and problem-solving abilities.
Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
Ability to work remotely and meet the company home-office requirements.
Able to sit and work at a computer for extended periods of time, without leaving the work area.
Able to maintain confidentiality of company and client information.
Able to work a schedule that falls between Monday-Friday, 7am-7pm CT. Able to work some weekends as needed.
Able to successfully pass a credit, criminal, and/or employment reference background check.

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