CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.  Joining CWT means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.

In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience – delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company, and we will get there by moving forward together.   

Position Overview

Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer-focused, travel counselors to join our Global Entertainment Client Hub.  This team provides end-to-end, full scope travel services for the highest-level travelers. Candidates must be comfortable working in a fast-paced environment and providing white-glove service to c-suite executives. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow through. Concierge level service and experience is a must.

Travel counselors would be supporting global account, including booking for travelers in multiple countries.  This is a Monday-Friday 11am-8pm Central role.

On a day-to-day basis, you will:    

·        Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (Concierge) travelers

·        Acts as a trusted advisor by offering informed and insightful recommendations to provide the best traveler experience – entertainment sector requires a high level of creativity and thoughtful offerings.

·        Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)

·        Proactively offers best options based on client travel policy and requirements for each interaction

·        Responds to requests (phone, email, chat) promptly, completely, and professionally

·        Accurately follows and applies client travel policy based on travel type and client expectations 

·        Demonstrates excellent professional customer service and problem resolution skills. Patience and understanding is key.

·        May function as a SME with specific client knowledge and/or serve as the customer point of contact

·        May manage first level customer complaints/escalation (pre-travel or on-trip)

·        Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally

·        Ability to thrive as a positive individual contributor in a high-touch, complex interaction environment 

·        Proactively assists the team and other team members in resolving problems, learning and research

·        Provides new ideas, feedback and out of the box thinking to leadership

·        Uses correct grammar during all interaction (email/phone/chat)

·        Effectively demonstrates patience, empathy, understanding while controlling the contact 

·        Must be a “Team Player” and work cohesively with others internally and externally 

·        Ability to work and adapt in a constantly changing, fast paced environment

·        Assignments include both routine and non-routine work

·     Reconfirmation of group travel itineraries prior to travel dates

·     Proactively contacting suppliers with any special requests such as seat assignments, group seats, special meals, baggage, production equipment and hotel request as per talent contracts

·     Waitlist and proactively follow up on waitlisted flights to complete group requests

·     Maximize the use of client negotiated airfares, cars and hotels  

·     Arrange Meet n Greet and car/limo ground transportation  

·     Set up direct billing for car and hotel reservations as needed

·     Work with hotel group desk for reservations over 10 guests

·     Contact hotels to request assistance in waiving “no show” charges

·     Build close and trusted relationship with travel arranger and production coordinators

·     Be knowledgeable on Publicity and Press Junket dates, locations, upcoming events and shows

·     Manage sensitive and confidential private data for each Talent traveler

·     Assist travel arrangers with billing and T&E reconciliations

·     Opportunities will exist for some team members to travel and act as on-site Publicity and Press Junkets Travel Coordinator

Sound exciting? Welcome to a culture of caring

Joining CWT means becoming part of a collaborative, close-knit, global community. Our “people first” ethos starts with our colleagues. As a member of the CWT team, you’ll see that our core value of caring runs deep. It goes beyond the confines of our company too; our commitment to corporate social responsibility is deeply rooted in what we do and who we are.

Because we care so much for our travelers we also care for our colleagues by fostering a high-performance and high-quality environment, fully supported by our leaders helping you succeed.

We actively look for people who bring a positive attitude to work with them and that’s reflected in the atmosphere in our offices, remote teams and contact centers, and the dynamic between colleagues. Our people want to be here — which explains the long careers of so many of our colleagues.

Speaking of longevity, CWT been in the travel industry for 150 years (and counting). We’re proud of our history and even more excited about where we’re going next: the corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before.

#LI-REMOTE

Let’s grow together

The corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting and more innovative than ever before. If you’re looking to learn and grow in your career on the frontline of this exciting industry, we’ll be there to support your journey and give you all the tools you need to excel.

The experience and attributes we’re looking for in new team members include:

Qualifications

·        7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor

·        Must have Concierge, VIP, or Specialty travel counselor experience.

Position Requirements

·        Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, or other specialty travel. Strong customer service and phone/email writing skills is required. 

·        Knowledge, skills and abilities  

·        Strong verbal and written communication skills

·        High attention to detail

·        Great active listening and information gathering skills

·        Proactive consultant - solutions oriented and accountable

·        Excellent working knowledge of the travel industry, application of client travel policies, procedures, and processes (including complex international reservations and changes)

·        Solid grasp of world geography and international travel routings

·        Highly skilled on Sabre GDS

·        Able to use current technology and easily adapt to changes in technology as they come. 

·        Must be able to thrive in an ever-changing technical environment.

·        Ability to work flexible hours and adjust shift as needed for coverage or world events

·        Microsoft Outlook, Word and Excel

What’s in it for you?

There are all kinds of advantages to joining the CWT community. We hope these things have already won you over — but just in case, here are a few extra, important details you probably want to know:

·        Hands-on paid training

·        Competitive compensation — including shift differentials, referral bonuses and supplier incentives

·        Salary Range between USD 57,000 - USD 63,000 yearly.

·        3 weeks of vacation, 14 days of paid holidays, and 8 days of sick leave each full year

·        Both on-site and home-based positions available

·        Flexible working options: Full-time, part-time, nights and weekends

·        Medical/dental/vision

·        Employee discounts and supplier incentives

·        Employee Assistance Program & Employee Resource Groups

CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.  

CWT also offers opportunities to all job seekers including job seekers with disabilities.  If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to TalentAcquisitonAmericas@mycwt.com.  In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.

#LI-REMOTE