Air Booking Coordinator, Travel Services

About this role

When it comes to creating educational travel adventures that enrich the lives and fulfill the dreams of more than 100,000 people every year, there's no organization better than Road Scholar . What's our secret? Dedicated and talented staff who believe in our mission. At Road Scholar , we are committed to fostering a culture of inclusivity and belonging. We believe that by valuing a wide range of perspectives and experiences, we create a stronger, more innovative organization that reflects the communities we serve. In addition, we are dedicated to bringing an environmentally sustainable organization. From the way we design our programs to how we operate as a team, we are striving to reduce our environmental impact and create a positive legacy for future generations. Join our fast-paced Travel Services team and be a part of one of the nation’s most dynamic not-for-profit organizations. The Air Booking Coordinator in Travel Services is responsible for working with domestic and international participants to book air travel to/from program destination. Providing excellent customer service in a team structure you will resolve customer’s needs, issues and finalize air arrangements. The coordinator will become experts in policy and procedure and make situation decisions based on the need of the participant and the organization. Road Scholar offers a remote-first work environment in a private work space, free of distractions, with direct access to the internet via ethernet cable. The compensation for this non-exempt/hourly position is $22.00 per hour. This position works in a contact center environment Monday - Friday, 9:00 am - 6:00 pm Eastern Standard Time. Due to our Contact Center hours, this role is seeking applicants in the Eastern and Central time zones of the United States. In this role, you will... Sell a variety of travel options including domestic air, international, negotiated and block space air. Qualifies calls and provides the best schedules and pricing for customers to enable first call resolution. Manage inbound and outbound participant calls. Create preliminary itineraries for all TCA enrollments. Handles airline schedule changes following each airlines guidelines. Resolves flights changes during world events, weather or airline strikes. Assist participants on our Emergency Line as needed to resolve situation. Promote additional services for custom air participants, hotel and upgrades. Education the participant on the benefits of our competitive upgrade offers. Match and fulfill customer needs; effective closing skills, solid judgment and understanding of company/airline policy. Make sound business decisions based on situational events with a strong focus on customer satisfaction, creating a culture of participants who are promoters of the Road Scholar brand. Foster relationships with Road Scholar participants through active listening and engagement. Navigate various computer applications, use your search engine skills and toggle between applications while on the phone. Satisfies or exceeds Travel Services performance standards in accordance with goals, objectives and metrics. Educate customers with sound solutions-- increase air on enrollments and enhance customer experience. Takes ownership of customer interaction and experience. We're seeking... Bachelor's degree preferred and/or comparable experience preferred. Excellent communication, decision making, persuasion and closing skills a must! 1-2 years’ experience with Air Travel preferred. Demonstrated sales and customer service skills, including negotiation, closing capabilities and solid knowledge of airline negotiated fares. Strong team contributor; ability and willingness to work hard to achieve team objectives. Results driven-- Enthusiastic, motivated, self-starters. Strong CRM and computer skills, with a capacity to learn new systems; Amadeus or airline GDS a plus. Ability to thrive in change while maintaining consistency in a fast paced environment. Solid wri

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