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Airline Support Specialist

Accommodations Plus International

This is a Contract position in Ypsilanti, MI posted November 24, 2021.

API is currently seeking a Full Time Airline Support Specialist to support one of our airline clients. We are looking for an individual, who is professional, has a high level of integrity, is computer literate and is able to work independently and proactively.

The Airline Support Specialist/Operations Agent is the client and vendor main point of contact for API’s Operations Center. Will actively process reservations, maintain and cultivate successful relationships with our Airline l partner with a strong focus on providing the best customer service at all times.

Job Duties: Total customer service to include but not limited to the following:

  • Be API’s on-site liaison with the airline partner, providing support, guidance and training.
  • Process client requests received from the airline through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate and professionally executed.
  • Follow-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
  • Alert supervisor on all items of critical nature that requires management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
  • Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
  • Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.
  • Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations.
  • Adapt to the situation at hand e.g. (IROPS) or (other) to accommodate needs created due to the changing dynamics of airline schedules or unforeseen situations. This includes but not limited to extended work schedules, be on official “On Call Roster” when needed off regular working hours.
  • Learn and maintain knowledge of API’s call center work methodology and reservation systems that will best serve API’s clients in the most efficient and professional manner.
  • Achieve passing score in initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion.

Qualifications

Job Requirements:

  • Knowledge of airline crew scheduling experience a plus.
  • Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
  • Excellent Interpersonal skills.
  • Able to work in a high paced environment.
  • Great telephone etiquette.
  • Excellent writing skills.
  • Excellent computer skills.
  • Ability to multi task and prioritize.
  • Detail oriented with great organizational skills.
  • Very flexible work schedule including weekends and holidays.
  • Able to work overtime if needed.
  • Second language a plus.
  • Good work habits.
  • Active and responsible team member.

We welcome serious candidates looking for long term employment.

Position Type and Expected Hours of Work

This is a full-time in-person position. Flexibility preferred. Weekends and Holidays required.

The airline partner operating the placement location requires COVID-19 vaccination. As such, proof of vaccination may be required in advance of entering the placement workplace. Accommodations Plus International understands that, with respect to vaccination, a reasonable accommodation may be necessary for sincerely held-religious beliefs and/or a disability. Accommodations Plus International will engage in an interactive discussion to determine if a reasonable accommodation is feasible. Please inquire with any questions.

Compensation and Benefits:

  • Commensurate with experience.
  • Comprehensive Full Time benefits package available including:
  • Medical, dental and life insurance
  • Paid time off

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Type: Full-time

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Evening shift
  • Holidays
  • Overtime
  • Weekend availability

Education:

  • High school or equivalent (Preferred)

Experience:

  • Customer Service: 1 year (Preferred)

Work Location: One location