[Hiring] Supervisor, Service Delivery @Internova Travel Group

Role Description

The Supervisor, Service Delivery will support the day-to-day dedicated agent team, resolving questions and issues, accounting/reporting questions, and research/resolution of issues. They will also assist with reservations as needed. Weekly and/or monthly reporting assistance if necessary.

• Oversee questions from the dedicated agents and assist with any issues.
• Support dedicated agents to ensure the highest levels of customer service and to support client satisfaction.
• Ensure staffing coverage based on department schedule.
• Assist with accounting and reporting questions from the account.
• Research and resolve issues/errors (with manager approval when needed).
• Make travel arrangements with company authorized air, hotel, car, and ground transportation vendors as requested by clients.
• Follow company procedures, guidelines, and standards in the areas of:
  • Customer service
  • Building PNR's and profiles
  • Ticketing
  • Utilization of front room CRS productivity
  • Attendance
  • Accuracy of work
  • Invoicing
• Stay informed of all airline rules and regulations, tariffs, and other industry requirements.
• Keep immediate supervisor informed of all matters of significance.
• Promote a productive and harmonious working relationship with other company employees.
• Address client issues and concerns, representing the company professionally.
• Perform duties as required or requested.

Qualifications

• Minimum of 5 years travel agency experience.
• Demonstrated knowledge of and experience in the travel industry including proficiency in Sabre.
• Diplomacy and tact required in contact with vendors, co-workers, and clients.
• Courteous, professional telephone manner.
• Superior problem-solving skills.
• Regular and dependable attendance and punctuality are required.
• Excellent written and verbal skills.
• Basic Microsoft Office skills.
• Flexibility with schedule should department coverage require.

Requirements

• Self-starter, takes ownership for own work, consistently meets deadlines.
• Ability to relate to and understand agent and supervisor roles.
• Provides day-to-day guidance to agent team within span of control as needed.
• Demonstrates exceptional teamwork.
• Solutions oriented.
• Proactively anticipates potential issues and problems, takes steps to mitigate.
• Thinks creatively to find best/appropriate solution to difficult problems.
• Shares best practices and ideas with peers and leaders.
• Able to support peers in decision making.
• Knows when to escalate to a leader.
• Must be able to communicate effectively and professionally (verbally and in writing).
• Demonstrates strong conflict resolution skills.

Benefits

• 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.