Customer Support Specialist (Overnight 10pm-8am) - Charlotte, North Carolina

The Customer Support Specialist supports our airline partner onsite at their office location. In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers.

Position Type and Expected Hours of Work
This is a full-time, overnight position 10pm-8am. Flexible schedule necessary, including holidays and weekends may be required.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Total customer service to include but not limited to the following:

• Serve as API's on-site liaison with the airline partner, providing support, guidance and training.

• Process client requests received from the airline through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate and professionally executed.

• Follow-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.

• Alert supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.

• Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.

• Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.

• Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations.

• Adapt to irregular operations (IROPS) to accommodate needs arising from the changing dynamics of airline schedules and unforeseen situations. This includes and is not limited to extended work schedules and serving "On Call" when needed outside of regular working hours.
• Learn and maintain knowledge of API's call center work methodology and reservation systems to best serve API's clients in the most efficient and professional manner.

• Achieve a passing score on initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion.

• Knowledge of airline crew scheduling is a strong plus.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
• Excellent Interpersonal skills.
• Able to work in a fast paced environment.
• Great telephone etiquette.
• Excellent writing skills.
• Excellent computer skills.
• Ability to multi task and prioritize.
• Detail oriented with great organizational skills.
• Flexible work schedule including availability to work weekends and holidays.
• Able to work overtime if needed.
• Second language, preferrable Spanish is a plus.

• Ability to positively present API in customer facing situations.
• Customer service background is a plus.
• Airline/Hotel/Travel experience is a plus.