Contact Center Agent

Contact Center Travel Support Agent

Location: Remote (Company headquarters based in Denver, Colorado). Applicants must currently reside in Utah.

Employment Type: Full-Time

Reports to: Contact Center Supervisor


We are seeking an experienced Travel Support Agent to join our customer support team at a leading Online Travel Agency (OTA). This role requires hands-on travel industry experience, particularly with flight, hotel, car rental, and activity bookings. The ideal candidate will be confident using a Global Distribution System (GDS), such as Sabre, and will demonstrate strong problem-solving skills, accountability, and a proactive approach to customer resolution.


Key Responsibilities

• Assist customers with itinerary changes, cancellations, and rebooking for flights, hotels, car rentals, and activities.
• Utilize Sabre or other GDS tools to research and manage flight and travel bookings efficiently.
• Take full ownership of customer issues-ensuring thorough follow-up until a resolution is achieved.
• Provide clear, accurate information about fare rules, hotel and rental policies, and change or cancellation fees.
• Deliver prompt, empathetic, and solution-oriented support via phone, email, or chat.
• Resolve complex travel issues by thinking critically and proactively identifying alternatives or next steps.
• Maintain accurate records of customer interactions and booking updates.
• Collaborate with airline, hotel, and other travel partners to advocate for and resolve customer concerns.
• Hold yourself accountable for providing timely, effective service and delivering a positive customer experience.
• Stay informed on industry updates, travel restrictions, and OTA procedures.

Requirements

• Travel industry, Travel Agency, or Online Travel Agency experience.
• Proficiency with Sabre or a similar GDS system.
• Strong understanding of airline fare rules, hotel cancellation policies, and third-party booking procedures.
• Demonstrated ability to take ownership of customer cases, problem-solve independently, and follow through to resolution.
• Excellent communication skills and attention to detail.
• Ability to multitask and remain composed in a fast-paced environment.
• Flexibility to work varied shifts including evenings, weekends, and holidays.
• Shifts range from 6:00am to midnight MT, 7 days per week.
• Ability to travel if needed for training or meetings.
• High School diploma or equivalent experience

Preferred Qualifications

• Experience in a call center or remote support environment.
• Familiarity with customer relationship, travel platform, or project management systems such as Switchfly, Atlassian, Salesforce, or Zendesk.
• Multilingual abilities are a plus.
• Passion for delivering exceptional customer experiences and achieving high customer service scores.

Switchfly Core Values to consider for this position:

• Customer Obsession: Commitment to customers isn't optional; it's part of our DNA. Because we never forget that without customers we wouldn't exist, we innovate on their behalf, treating them as we'd like to be treated. There is no greater reward than a successful, happy, thriving team committed to delivering a 'Wow.'
• Bold and Fearless Innovation: Professional success requires thinking big and dreaming big, with generous helpings of courage and curiosity. Nimble and forward-thinking, we're building the future by challenging ourselves and demanding daily improvements. As we relentlessly push boundaries, everything becomes possible.

At Switchfly, wedon'tjust accept the difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. We area proudto be an equal opportunity workplace. Unfortunately,at this time wecannotsupport any visa candidates.


Compensation & Benefits

We offer a competitive hourly rate and a comprehensive benefits package for full-time employees, including:

• Medical, Dental, and Vision Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Life Insurance
• Short-Term and Long-Term Disability Coverage
• 401(k) Plan with Company Match - Eligible to Contribute Immediately
• Paid Time Off and Company Holidays
• Employee Assistance Program (EAP)
• Training Provided and Ongoing Development Support

We participate in E-Verify to confirm the identity and employment eligibility of all new hires. Verification is completed alongside Form I-9 on or before the first day of work.

Information on Interviews:


Switchfly will communicate directly with applicants using an @switchfly.com email address and will never conduct an interview in a chatroom forum. During an interview, Switchfly will not request any form of payment from the applicant, or information regarding an applicant's bank or credit card. Should you have any questions regarding the application process, please contact us at View email address on click.appcast.io