Business Travel Consultant III (experienced)

Do you love to help people, like to solve problems, and enjoy working in a dynamic environment? If the answer is "yes", we should talk.

Many of the world's best-known and biggest companies and governments around the globe rely on CWT to keep their people connected - anywhere, anytime, anyhow - by providing an efficient, safe, and secure business travel experience.

Be at the heart of our business.

As a travel counselor, you will provide outstanding customer service to corporate travelers before, during, and after their business trips. Through our winning combination of outstanding people and innovative technology, we're focused on ensuring that the travel experience of our customers is unforgettable from start to finish, for all the right reasons.

And as part of the Traveler Experience organization, you'll be at the forefront of providing that exceptional experience. Beyond making bookings, you'll play a key role in delivering a safe and enjoyable journey to our clients' traveling employees.

Position overview

We are looking for THE BEST OF THE BEST - an elite group of seasoned travel counselors with amazing energy, VIP experience, and global mindset to be part of our newly formed, first-ever, 24x7 Follow the Sun, Global VIP Elite team. This is an exciting opportunity to be part of a new, very in-demand offering at CWT.

Traveler Experience Operations (TX) is seeking positive, energetic, highly-skilled, customer-focused, senior-level travel counselors to join our VIP shared team and form the North American squad of a fully global team.

This global team, made up of counselors in North America, Europe, and Asia, operates 24x7x365 and provides end-to-end, full scope, travel services for the highest-level travelers of our client accounts.

On a day-to-day basis, you will:

Position Description

• Create and accurately completes complex travel requests (air, hotel, car, car service, rail) for high-touch accounts and top-tier travelers (experience with VIP, Concierge, and/or other specialized trips and traveler types is critical). Travelers may reside in any country/region in the world where this English-speaking-only offering is promoted.
• Proactively offers best options based on client travel policy and traveler requirements for each interaction.
• Acts as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation
• Responds to requests (phone, email, chat) promptly, completely, and professionally Accurately follows and applies client travel policy based on travel type and client expectations
• Demonstrates excellent professional customer service and problem-resolution skills
• May manage first-level customer complaints/escalation (pre-travel or on-trip)
• Resolves complex problems/escalations including non-standard and multi-destinations, ticket exchanges, and complex fares for all traveler types and destinations globally
• Proactively assists the team and other team members in resolving problems, learning, and research
• Uses correct grammar during all interactions (email/phone/chat)
• Effectively demonstrates patience, empathy, and understanding while controlling the contact
• Must be a Team Player and work cohesively with others internally and externally - in a Global capacity. Peers will reside in other countries around the world.
• May function as an SME with specific client knowledge and/or GDS/systemic knowledge
• May be required to work in a dual-desktop and/or dual-GDS capacity as the service offering is developed.
• May be asked to support general travelers as needed due to company/client priorities
• Ability to work and adapt in a constantly changing, fast paced environment
• Provides new ideas, feedback and out of the box thinking to leadership
• Expert at selling products that are of commercial value to CWT and contribute to CWT's profitability where it aligns with customer requirements
• Assignments include both routine and non-routine work

Sound exciting? Welcome to a culture of caring

Joining CWT means becoming part of a collaborative, close-knit, global community. Our "people first" ethos starts with our colleagues. As a member of the CWT team, you'll see that our core value of caring runs deep. It goes beyond the confines of our company too; our commitment to corporate social responsibility is deeply rooted in what we do and who we are.

Because we care so much for our travelers we also care for our colleagues by fostering a high-performance and high-quality environment, fully supported by our leaders helping you succeed.

We actively look for people who bring a positive attitude to work with them and that's reflected in the atmosphere in our offices, remote teams, and contact centers, and the dynamic between colleagues. Our people want to be here - which explains the long careers of so many of our colleagues.

Speaking of longevity, CWT has been in the travel industry for 150 years (and counting). We're proud of our history and even more excited about where we're going next: the corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before.

Let's grow together

The corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting and more innovative than ever before. If you're looking to learn and grow in your career on the frontline of this exciting industry, we'll be there to support your journey and give you all the tools you need to excel.

The experience and attributes we're looking for in new team members include:

• The right candidates must have the ability to thrive as a positive individual contributor in a high-touch, complex interaction, global environment
• Shift hours 7p-7a M-F CT and all weekends/holidays will be eligible for shift premium pay (differential)
• We are looking for highly motivated and customer-focused travel counselors to work shifts 7 days a week/365 days a year

Experience Required

• High School diploma
• 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor

Knowledge, skills and abilities

• Excellent working knowledge of the travel industry, application of client travel policies, procedures, and processes (including complex international reservations and changes)
• Impeccable customer service skill set and error-free %
• Strong verbal and written communication skills
• Positive, flexible, motivated and team/big picture oriented - thinking beyond our team
• Strong attention to detail
• Great active listening and information gathering skills
• Proactive consultant - solutions oriented and accountable
• Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, and/or other specialty travel
• Highly skilled on Sabre GDS preferred, Amadeus also desired
• Able to use current technology and easily adapt to changes in technology as they come. Must be able to thrive in an ever-changing technical environment.
• Ability to work flexible hours including nights, weekends, holidays and adjust shifts as needed for coverage
• Experience using the internet as a resource (opening web pages, searching for information)
• Typing ability should be 35 words per minute, minimum
• Microsoft Outlook, Word, and Excel

CWT accepts Military experience/certifications as a substitute for some requirements

What's in it for you?

There are all kinds of advantages to joining the CWT community. We hope these things have already won you over - but just in case, here are a few extra, important details you probably want to know:

• Hands-on paid training
• Competitive compensation - including shift differentials, referral bonuses and supplier incentives
• Salary Range between $50,000 USD - $57,000 USD yearly.
• 3 weeks of vacation, 14 days of paid holidays, and 8 days of sick leave each full year
• Both on-site and home-based positions available
• Flexible working options: Full-time, part-time, nights and weekends
• Medical/dental/vision
• Employee discounts and supplier incentives
• Employee Assistance Program & Employee Resource Groups

CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to TalentAcquisitonAmericas@mycwt.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.