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Purpose/ Scope/RelationshipBasic Purpose:Demonstrate premier customer service by providing accurate airline and ticketing information on programs and services to QRT/Maritz customers. This includes processing airline documents, both manually and electronically to resolve ordering, shipping and ticketing issues.Scope:Supports moderate to complex programs with multiple campaigns or clients. No budgetary responsibilities. No supervisory responsibilities.Reporting and Working Relationships:Reports to supervisors (lead agents)Responsibilities:1.) Demonstrates thorough understanding of recommending and booking domestic airline reservations after successful completion of four-week training program; this training includes both classroom assessment as well as sit-beside training. Additional refresher training is required.2.) Receives/researches incoming inquiries via inbound calls and utilizes approved scripting to handle questions and issues regarding programs and services. The approved scripting will also be used to book airline reservation(s). Solve problems using procedures provided in call center manual. Ensure all call and quality customer service metrics are met as outlined in training manual.3.) Accurately processes customer airline reservation(s) using applicable GDS system provided.4.) Handles all follow-up communications with customer/clients to determine best possible solution for problems. Escalates problems to supervisor if agent does not have solution to problem.5.) Maintains positive relations in all communications with internal and external clients/customers to enhance our business relationship.6.) Must be able to work rotating/flexible work schedule.7.) May provide training support to new hires training which involves sit besides allowing the new hire to demonstrate the knowledge they acquired in the classroom setting.Previous Job TitlesThere are no previous job titles for this position.Qualifications:Three to six months previous customer service or travel agency experience preferred but not required. Clear speaking voice, good grammar and strong retention skills are required. Strong verbal/written communication skills required. Strong PC skills, research, problem solving and analytical skills required. High school diploma or GED required.Main Competencies:Impact, initiative, judgment and decisiveness, oral communication, oral presentation, quality-of-service orientation, team orientation, technical knowledge, tenacity/resilience and written communication.Legal Disclaimer:The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties, and skills required of individuals so classified.
Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.
Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-1650 or by sending an email to firstname.lastname@example.org.
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