Senior Travel Consultant / Corporate Travel Counselor (Administrative)
Ready to take your corporate travel career to the next level? As a Senior Travel Consultant, you'll handle the most complex travel requests, craft expert-level itineraries, and deliver standout client experiences that build loyalty and elevate our brand. You'll also mentor junior team members and gain the skills and visibility to grow your career within a dynamic, forward-thinking organization.
This is a remote, but not mobile position where you'll be assigned a set schedule. Flex scheduling is not available.
WHAT YOU'LL BE DOING:
- Successfully handles the most complex client contacts and works across multiple Company client groups seamlessly.
- Provides guidance, mentorship and support to less experienced team members.
- Conducts an efficient assessment of client needs through active listening and probing questions.
- Develops customized travel plans and solutions based on client's goals, risk profile, and timeline.
- Reviews travel plans to uncover additional needs and opportunities; provides consultative guidance to motivate action and support achievement of the client's travel goals.
- Demonstrates knowledge of Company travel planning philosophy and approach, products and services, itinerary strategies, and other aspects of travel planning.
- Educates clients on technical aspects of travel planning principles, breaking down complex topics and enabling clients to act with confidence.
- Accurately and efficiently resolves client issues and needs.
- Conducts business with the goal of achieving / exceeding performance targets for opportunity generation, enrollment/retention rates, client survey scores and contact center metrics.
- Maintains an efficient and productive approach to client interactions.
- Coordinates effectively with internal support staff to ensure timely and accurate administration.
- Proactively identifies opportunities to improve the client experience and Company business processes. Proactively and consistently contributes to Company knowledge management.
- Assumes other duties upon request such as client outreach in support of issue resolution, and outbound calls to clients to ensure all open inquiries are handled completely and to the client's satisfaction.
- Accurately and thoroughly completes all required client transactions.
- Complies with all team, department and company policies and procedures including security protocols.
- Consistently strives to meet or exceed performance standards related to reliability, productivity, quality, teamwork and other important measures.
- AFTER HOURS:
- Associates assigned to the After Hours teams will perform the following tasks as needed, with guidance:
- Fulfillment - ensure all queues are worked, cleared and maintained current
- Corp Svcs Admin Tasks - process all eDirect and Vendor Hold items, ensuring hotel and/or ticketing issues and discrepancies are handled timely
- Corp Svcs OpsSupport - monitor, triage and respond to incoming inquiries promptly and appropriately
- Groups Team Support - handle responsibilities as assigned including early bird check-ins, seats and basic and complex group processing within Travel Incorporated software
- Performs other duties as assigned.
QUALIFICATIONS/SKILLS:
- EDUCATION: HS or equivalent combination of education and experience.
- EXPERIENCE: 3-5 years prior experience in a corporate travel consultant role required or success in the Travel Consultant role fully meeting all requirements and expectations including proficiency with all industry and company terms and practices, meeting or exceeding performance standards and metrics, and the ability to consistently handle complex transactions across client groups.
- TECHNICAL/COMPUTER: Solid digital literacy with common business tools including internet, chat and email. Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools.
- COMMUNICATION: Ability to use effective inquiry to identify/detect client needs and priorities, creates an environment of trust and makes clients comfortable sharing personal information. Exhibits excellent communication skills and phone presence while engaging with clients; shares information concisely. Effectively discusses and explores complex and personal topics in a way that clients understand.
- EMOTIONAL REGULATION: High emotional intelligence; displays empathy and care appropriately while effectively managing own emotions; handles emotional conversations well and deescalates when needed.
- PROBLEM SOLVING: Effectively solves client problems and offers appropriate solutions; makes next steps clear. Excellent problem-solving skills; consistently helps others. Excellent judgment and independent decision making within assigned authority levels.
- RELATIONSHIP BUILDING: Strong ability to build consultative client relationships. Ability to work independently and collaboratively with clients and internal partners.
- LEADERSHIP: Able to effectively demonstrate all elements of the job and provide coaching to peers.
- ACCOUNTABILITY: Receptive to feedback; coachable; has a personal drive to improve performance. Ability to build a personal plan to accomplish work and achieve goals/objectives.
- DETAIL AND PROCESS ORIENTATION: Strong process orientation; works consistently; thrives in a structured environment; detail oriented. Ability to identify improvement opportunities in client experience and operations; works collaboratively with Company staff on projects that include processes/tools and offering development.
- CLIENT SERVICE FOCUS: Passionate about client service; genuinely motivated to make a positive impact for others. Ability and willingness to learn and apply the Company client service model (consultative).
SCHEDULING:
- HOURS DURING TRAINING: Monday through Friday from 9:00 a.m. to 6:00 p.m. Eastern Time
- HOURS AFTER TRAINING: Offering 1st, 2nd and 3rd shifts. Final schedule may include a Saturday and/or Sunday.
ADDITIONAL REQUIREMENTS:
- This is a REMOTE / VIRTUAL position (but not mobile) requiring a dedicated, distraction-free workspace.
- Your work location must have access to high speed internet. Travel Incorporated cannot support the following internet service providers: Satellite from any provider, Verizon, T-Mobile.
- Equipment will be provided by Travel Incorporated.
- Travel to our Duluth office may be required for part of training and 2 to 3 times per year (for up to three days at a time).
WHAT WE OFFER:
At Travel Incorporated, you'll be part of an established and well-respected company that provides the absolute best service to our customers. In addition, we are forward-thinking and have stayed ahead of the curve in our industry through innovation, technology and constant process improvement. Our dedicated associates give their best every day, and have fun while doing it! In this role, you will contribute from Day One, and your voice will be heard as our Travel Consultants stand at the forefront of our business. Learn more about our business and culture by visiting www.travelinc.com.
This is a remote position which will be located at the associate's permanent residence. Candidates must reside in a state where Travel Incorporated is currently hiring and we reserve the right to decline applications based on location.
Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at hr@travelinc.com.
Connecting innovative technology with superior service to advance business travel
