Air Resolution Specialist

BASIC PURPOSE : Responsible for supporting the Revenue Air processes by reviewing and resolving all escalations, service failures, and errors prior to travel. Executing all quality control and service standards to align with the Air promotion Terms and Conditions.

POSITION RESPONSIBILITIES :

• Manage Revenue Management Air escalations inbox and maintain a turnaround time of 24-48 business hours.
• Each escalation must be reviewed and acted upon, determining the best approach for each individual resolution.
• Maintain a tracking system for errors and failures. These should be documented in such a way that they can be tracked and provide insight on the nature of requests / errors.
• Maintain a current understanding of other departments operating policies and procedures to make accurate decisions and deliver appropriate problem resolution.
• Work with the leadership team and come up with recommendations on ways to reduce errors.
• Identify air trends, cost patterns, and key performance metrics to assist with decision making.
• Monitor and update the "Travel With" guarantee program to ensure all reservations are within compliance of terms and conditions.
• Adjust reservations by waiving penalties, adjusting, and rebooking flight itineraries as needed.
• Assist with creating and actioning quality assurance reports.
• Assist with air ticketing and re-shopping as needed.
• Perform other job-related functions as assigned.

KNOWLEDGE AND EXPERIENCE :

EDUCATION : High school diploma or equivalent required. Associates Degree preferred; or any equivalent combination of relevant education and work experience.

EXPERIENCE : Minimum 2 years' experience in customer service handling escalations, preferably at a cruise line, travel agency, or airline. GDS system experience required (Amadeus and / or Sabre experience preferred).

KNOWLEDGE & SKILLS : Working and process knowledge of GDS systems, preferably Amadeus and / or Sabre, and related air ticketing functionality. Familiarity with airline contract terms and conditions. Proficient knowledge in flight patterns, geographical routing, general ticketing standards, major gateways, and hubs. Must possess excellent decision-making skills and be able to interpret quality assurance standards and procedures. Intermediate level knowledge of Microsoft Office Suite. Strong attention to detail in order to identify and correct discrepancies. Strong interpersonal skills to work effectively with team members. Ability to work in a team environment. Strong prioritization skills. Ability to multi-task and work in a fast-paced environment. Must be available to work weekends, holidays, and flexible shifts as needed.