Travel Support Representative

Position Overview

Our client is the global leader for airline and railroad crew accommodation solutions, changing the way businesses manage travel. They leverage proprietary technology and mobile solutions to streamline operations and elevate customer experiences. The Travel Support Specialist will provide travel support services onsite for our Railroad Partner in Midtown, Atlanta, GA. Shifts are from 8am to 4pm or 4pm to Midnight (5 days per week with weekends and holidays required). Compensation is $33 per hour with holiday pay and overtime.

Key Responsibilities

• Serve as the on-site liaison with the airline partner, providing support, guidance, and training.
• Process client requests through the proprietary Operations system and assess all customer needs.
• Ensure responses are prompt, well-informed, accurate, and professionally executed; follow-up on all client requests.
• Alert the supervisor on critical items requiring management involvement to prevent potential challenges.
• Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcomes for client employees.
• Resolve client disagreements in a calm, professional manner by researching and presenting fact-based solutions.
• Use available tools (phone, email, fax, and reservation systems such as ACES, Hotel Express, IHRS) effectively to track and meet client needs.
• Adapt to changing schedules and unforeseen situations, including extended work hours and "on call" duties.
• Learn and maintain working knowledge of call center methodologies and reservation systems, achieving certification through training.
• Participate in a fully paid training program provided in New York City.

Required Qualifications

• Experience in customer service or a related client-facing role.
• Excellent interpersonal, writing, and telephone communication skills.
• Proficiency in using computers and various communication/reservation systems.
• Ability to multi-task, prioritize, and work effectively in a fast-paced environment.
• Flexibility to work varied shifts, including weekends, holidays, and potential overtime.

Preferred Qualifications

• Knowledge of travel scheduling and industry practices.
• Experience with GDS systems, hotel reservation systems, or airline reservation systems.
• Ability to speak a second language.

Benefits & Perks

• Compensation: $33 per hour with holiday pay and overtime.
• Fully paid training program in New York City.
• Supportive work environment at a global leader in travel solutions.
• Reasonable accommodations available for individuals with disabilities.