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Role Summary
The role of the Travel Counselor in GBT is to deliver a premiere service experience for our high profile Corporate and 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.
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The role will form part of a highly skilled team of Corporate Travel Counselors working virtually from home, and would report to a Performance Coach/Global Lead. Candidates receive top hourly wage based on multi-market, premier servicing.
Principle accountabilities of the BlackRock premier Travel Counselor role
- Act as Travel Advisor and Consultant to BlackRock travelers in the Premier service platform.
- Act as the point of sale on all travel requirements, arranging both routine and complex domestic and international business travel for air, road, rail and accommodation via the Sabre GDS.
- Provide consultation, solutions and recommendations, from analysis and research on the best available fare/routing, ensure preferred air carrier and partners are recommended, while 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.
- Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), Cost of Poor Quality, Hotel Revenue and service metrics while driving key partnerships 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
- As a premier 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.
Previous Experience
- Seasoned corporate travel counselor experience, including detailed understand of fares and ticketing rules, both domestic and international
- Understanding and awareness of partner products and services, such as airline, hotel and vehicle or rail services.
- Experience in working with GDS system
- 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.
Skills and Competencies
- Passion for delighting customers by delivering premium level, consistent customer service
- Professional communication – both written and verbal; ability to communicate with confidence, establish relationship trust, and create a credible impression
- 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
- 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
- Learning agility and openness to feedback
- Self-motivated, highly productive in a self-directed work environment; demonstrate initiative with a strong commitment to goals, objectives and work ethic
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.
- 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.
- 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.
- 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.
- Wellbeing resources to support mental and emotional health for you and your immediate family.
- And much more!
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
.
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!
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