Exchange Desk Specialist

Overview

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). 

Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. 

We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour. 

Responsibilities

Altour has an exciting opportunity for an experienced agent with experience working exchanges!  The Exchange Desk Specialist provides support to the internal agent team in processing exchange tickets. This position requires knowledge of Sabre GDS, processing exchanges and a high degree of accuracy and attention to detail.  The hours for this role are 9 AM - 6 PM ET.

• Primary area of responsibility:
  • Accurately process ticket exchanges, ensuring fares are calculated correctly to avoid quality errors
  • Assist agents with questions about ticket/change applicability
  • Monitor and manage queue and email requests in a timely manner
• Deliver extraordinary customer service to all internal clients:
  • Share expertise in a positive manner
  • Provide consultative service to agents on applicability of ticket and potential costs associated
  • Complete all exchanges in an accurate and timely manner
• Maintain goal expectations in the following areas:
  • Productivity – measured by transactions per day.
  • Quality – minimal customer service issues.

Qualifications

• 3 years of travel advisory experience
• 3+ years’ customer service experience, preferably in the travel industry
  • Exceptional/above & beyond, proactive customer service approach
• Excellent travel industry knowledge
• Mastery in Sabre, with experience in multiple GDS’ (Galileo and Amadeus)
  • GDS formats, shortcuts, enhancements, pricing.
• Corporate travel experience required
• Expert in international travel bookings and processes
• Experience handling multiple accounts
• Exceptional communication skills both written and oral
• Must pass GDS assessment
• Typing speed of at least 45 WPM

Leadership Abilities:

• Has strong understanding of own skill set and development opportunities
• Demonstrates exceptional teamwork
  • Proactively offers support when ability matches need
  • Acts as a leader among peers
  • Thanks, peers, for support they have provided
• Consistently demonstrates mastery of the guiding principles in daily work habits
• Ability to provide constructive feedback to peers and leaders when appropriate
• Ability to handle most difficult situations
  • May seek minimal guidance, but generally has a solution at hand
  • Able to support peers in decision making
  • Knows when to escalate to a leader
• Strong understanding of key ALTOUR initiatives and employs strong change management skills consistently

PAY AND BENEFITS

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.  Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  The salary range posted represents the pay range for U.S. candidates.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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