Customer Support Specialist - Charlotte, NC

Summary:

The Customer Support Specialist supports our airline partner onsite at their office location. In this role, the Customer Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers.

Position Type and Expected Hours of Work

This is a full-time position requiring team members to be flexible to work morning, mid-day, evening and overnight shifts. Advanced notice provided and flexibility to work a varied schedule is necessary. Weekends and overtime required.

Flexible schedule necessary - including holiday and weekends may be required.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

• Serve as 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 require 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 irregular operations (IROPS) to accommodate needs arising from the changing dynamics of airline schedules and unforeseen situations. This includes and is not limited to extended work schedules and serving “On Call” when needed outside of regular working hours.
• Learn and maintain knowledge of API’s call center work methodology and reservation systems to best serve API’s clients in the most efficient and professional manner.

• Achieve a passing score on initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion.

Competencies

• Knowledge of airline crew scheduling is a strong 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 fast paced environment.
• Great telephone etiquette.
• Excellent writing skills.
• Excellent computer skills.
• Ability to multi task and prioritize.
• Detail oriented with great organizational skills.
• Flexible work schedule including availability to work weekends and holidays.
• Able to work overtime if needed.
• Second language a plus.

Position Type and Expected Hours of Work

This is a full-time position requiring team members to be flexible to work morning, mid-day, evening and overnight shifts. Advanced notice provided and flexibility to work a varied schedule is necessary. Weekends and overtime required.

Flexible schedule necessary - including holiday and weekends may be required.

Compensation

This is a non-exempt, hourly position. The rate of this position is $22.00 - $25.00 per hour.

Required Experience

• Ability to positively present API in customer facing situations.
• Customer service background is a plus.
• Airline/Hotel/Travel experience is a plus.

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

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. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.