Customer Support Specialist - Atlanta, GA (Overnight Shift) at Accommodations Plus International Atlanta, GA

Position Overview

The Customer Support Specialist supports our railway partner onsite at their office location by processing hotel and ground transportation reservations and cultivating successful relationships. This role is part of a full‐time position with an Overnight Shift from 10:00pm – 6:00am EST (Thursday through Sunday or Friday through Monday) with a flexible schedule requirement including weekends and some holidays.

Key Responsibilities

• Serve as API’s on-site liaison with the railway partner by providing support, guidance, and training.
• Process client requests via the API Operations system, ensuring prompt, accurate, and professional responses.
• Follow up on all client requests and transactions to ensure complete execution and high client satisfaction.
• Alert the supervisor to critical issues that may require management involvement.
• Negotiate with vendors (hotels, ground transportation, etc.) to secure the best outcomes for clients and API.
• Resolve client disagreements in a calm manner by researching and proposing fact‐based solutions.
• Utilize all available tools (phone, email, fax, and reservation systems such as ACES, Hotel Express, IHRS) to address client needs.
• Adapt to irregular operations (IROPS) due to scheduling changes, including extended work hours and on-call duties as needed.
• Maintain up-to-date knowledge of API’s call center methodologies and reservation systems.
• Successfully complete API Operations Agent Training and maintain certification through annual recurrent training.

Required Qualifications

• Ability to positively represent API in customer-facing situations.
• Excellent interpersonal, communication, and computer skills with strong writing abilities.
• Experience in customer service, preferably within the airline, hotel, or travel industry.
• Knowledge of crew scheduling and familiarity with reservation systems (ACES, Hotel Express, IHRS) is a strong plus.
• Ability to multi-task, prioritize, and work efficiently in a fast-paced environment with great attention to detail.
• Flexible availability for weekends, holidays, and overtime.
• Second language proficiency is a plus.

Benefits & Perks

• Compensation: $22.00 per hour (non-exempt, hourly role).