Lead Travel Counselor

Specialized Travel Consultant

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.

Our Specialized Travel Consultants work in a high-touch service environment to book travel and accommodation for some of our top clients at Amex GBT. Working from the comfort of your own home, you'll collaborate with your team to provide creative and timely travel solutions and an outstanding travel service experience. If you're curious, collaborative, and enjoy working in an environment that prioritizes quality of interactions over quantity of calls, this may be the perfect role for you!

This is a support position that will handle support duties and back up for various cross functional roles within a dedicated customer.

What You'll Do

• Provide frontline counselor support with ticketing, problem files, exchanges, and supplier issues
• Oversee phone, email and messaging channels to ensure SLAs are met.
• Direct counselors to where they are needed as volumes ebb and flow between lines of business
• Resolve customer service issues, and customer escalations independently.
• Build trusted relationships and maintain quality standards.
• Resolve customer issues independently while building trusted relationships and maintaining quality standards and service-level agreements (SLAs)
• Support training and onboarding of new employees while sharing best practices and process improvements
• Act as the subject matter expert for the team, coaching and mentoring new and existing travel counselors on difficult bookings and unusual travel situations
• Assist supervisors with workflow management, escalations, queue monitoring, and prioritization of urgent travel requests
• Handle complex domestic and international business travel reservations in Sabre GDS including air, hotels, car rentals, rail, and visa/passport guidance

What We're Looking For

• 5+ years of corporate travel experience with advanced knowledge of Sabre GDS
• Excellent geography and airline fare knowledge, including understanding of international travel requirements, ticketing rules, and fare construction
• Outstanding written and verbal communication skills with a passion for excellence in client service and proactive anticipation of customer needs
• Proven leadership or mentoring experience with the ability to multitask in a fast-paced environment
• Strong attention to detail, integrity in handling personal traveler information, problem-solving skills, and ability to work both independently and collaboratively
• Positive attitude, with the ability to mentor and encourage the team in a way that builds their skills while making them feel cared for
• Strong communication skills, and ability to articulate complex processes
• This team is 24/7 and this position include weekends.

The US national base salary range for this position is from $46,200.00 - $85,800.00. The national range provided includes the base salary that Amex GBT expects to pay for the role. Actual base salary 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.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

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 wellbeing resources to support you and your immediate family.
• 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 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 Inclusion in every aspect of our business at Amex 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.
• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

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!