Experienced Sabre Corporate Travel Consultant – Remote

The role will form part of a highly skilled team of Corporate Ovation Specialized Travel Consultants located virtually from home. The role will report to an operations supervisor and support from an operations manager.

What You’ll Do:

• Hours of Operation and shifts available: 12pm to 9pm eastern time, Monday to Friday. Flexibility is crucial as shifts may vary outside of the default schedule.
• Act as trusted advisor and consultant to a single or multiple corporate accounts with the willingness to jump in and flexibility in shifts to meet client needs.  Support other Ovation work, including other Ovation customers when directed to do so by Ovation leadership.
• Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and hotel accommodation, utilizing (GDS), Sabre.
• Provide consultative advice, solutions, and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g., hotel and car), whilst ensuring adherence to the customers agreed travel policy and requirements and adhering to quality assurance standards.
• Complying with all legal standard requirements, which include mandatory training, compliance and sanctions.
• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your performance to check on and improve performance.
• Follow internal compliance and regulatory requirements for all customers and locations supported.
• Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.

• Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
• Operate in multi-channel (phone, email & chat) servicing environments where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics
• Use positive telephone service techniques; act on special customer requests and maintain excellent client relations.
• Coach, develop and mentor more junior Ovation Specialized Travel Consultant colleagues in the team as needed.
• Express enthusiasm and energy within the organization and always act according to company ethics, values, and compliance guidelines.

Additional Accountabilities

• Investigates/action Ovation Specialized Travel Consultants reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI, Going the Extra Mile “GEM”)

What We’re Looking For:

• Detailed understanding of fares and ticketing rules, for car, air, hotel travel
• Knowledge and experience of:
  • Air, rail, hotel, car booking
  • Calculating and Processing exchanges
  • High proficiency in Sabre GDS 5+ years
• Experience working in a high touch service environment where performance is measured
• Experience working in a team
• Background in Business (Corporate) Travel
• Passion for Excellence in Client Service
• Excellent Professional Communication – both written and verbal
• Detail-oriented – ability to act with integrity, and deal sensitively with personal and confidential traveler information
• Ability to research and resolve customer service and traveler issues independently and /or with supplier
• Problem Solving, with a process improvement mindset
• Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting, and adapting to change quickly and professionally
• Ability to positively influence team and peers
• Learning agility and ability to act on constructive feedback
• Possess a strong understanding of travel trends and industry best practice