[Hiring] Air Booking Coordinator @Road Scholar

Role Description

The Air Booking Coordinator in Travel Services is responsible for working with domestic and international participants to book air travel to/from program destinations. Providing excellent customer service in a team structure, you will resolve customer needs, issues, and finalize air arrangements. The coordinator will become an expert in policy and procedure and make situational decisions based on the needs of the participant and the organization.

In this role, you will:

• Sell a variety of travel options including domestic air, international, negotiated, and block space air.
• Qualify calls and provide 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.
• Handle airline schedule changes following each airline's guidelines.
• Resolve flight changes during world events, weather, or airline strikes.
• Assist participants on our Emergency Line as needed to resolve situations.
• Promote additional services for custom air participants, hotel, and upgrades.
• Educate 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 search engine skills, and toggle between applications while on the phone.
• Satisfy or exceed Travel Services performance standards in accordance with goals, objectives, and metrics.
• Educate customers with sound solutions—increase air on enrollments and enhance customer experience.
• Take ownership of customer interaction and experience.

Qualifications

• 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 written and oral communication skills.

Benefits

• Competitive compensation and benefits package.
• Medical, Dental, and Vision Insurance (with a substantial employee subsidy).
• 403(b) Retirement Plan with a company match of 5% after 1 year of employment.
• Up to 20 days of PTO annually, accrued every payroll cycle.
• Paid week off at the end of December to enjoy the holiday season.
• A generous employee discount on our programs.
• Access to obtain a Care.com membership.
• Optional IATA membership for employees.
• LinkedIn Learning access and other professional development opportunities.
• Fully remote work environment.