Customer Service Representative (Remote)

The Crew Accommodations Agent at CORPAY’s Airline Division – TA CONNECTIONS is responsible for managing and resolving all hotel and ground transportation booking activities for our Client’s Crew members. This role receives bookings requirements mainly through our proprietary system CrewHub (CrewRez), as well as inquiries through multiple channels, such as email, chat, phone calls, etc.). The Agent is responsible for coordinating resolution with vendors by strictly following Standard Operations procedures. Agents will receive emails, chats and phone calls receive phone calls from the airlines crew scheduling and hotel desk departments, as well as from hotel and GT vendors to address issues and last-minute challenges that crewmembers might be experiencing with their layovers. During Massive Irregular Operations, this role works for extended times and under pressure, as crew members must be placed in rooms in a timely manner to avoid crew rest delays or flight cancellations.

Essential duties and responsibilities:

• Book hotel accommodations for flight attendants, pilot crews, ad-hoc crews and other non-crew airline employees.
• Handle emergency relocations of crews that occur last minute with the Supervisor on shift
• Work closely and in sync with client’s Crew Scheduling and other relevant groups to satisfy all operational requirements and resolve situations that may affect crew members.
• Communicate with internal departments and management to resolve problems and expedite work.
• Monitor and confirm access to tools, systems and defined resources needed to perform the job duties as per Standard Operations Procedures, and report issues to shift supervisors.
• Effectively utilize all tools and technology to process, track and report transactions
• Accurately register in TA Connections System and applications all reservations information, agreements, approvals, and background information relevant for future research and troubleshooting
• Source for suitable and compliant hotel markets and cities where our airline clients don’t have contracted hotels or when contracted hotels are Sold Out.
• In case of only having non-compliant options, ensure the process to obtain approvals is followed recorded in the system as evidence.
• Make payments to hotel and transportation vendors as per system settings. (hotel’s contractual payment terms)
• Maintain an environment of positiveness, open and respectful communication, and professional behavior with a “CAN DO” attitude.
• Report any incidents in a formal and professional way to your TA Connections supervisor on shift and/or to TA Connections HR partner.
• Maintain impeccable attendance, punctuality, breaks, and adherence to Companies’ policies and Employee’s Handbook
• Support Account Management Team, IT, Billing and Commission Collections departments with data gathering activities, research, and issue troubleshooting.
• Works on special projects and other duties as assigned.

Job Requirements:

• Excellent interpersonal and client relationship skills
• Strong organizational and multi-tasking skills.
• Strong writing, communication, and negotiation skills.
• Ability to work independently and as a contributing team member.
• Ability to interact with clients and business partners both electronically and via telephone.
• Familiarity with hotel sourcing and rate negotiation, maintaining a thorough knowledge of market and contractual needs.
• Excellent PC skills.
• Available to work shift work and willingness to work long hours during irregular operations.
• Flexibility to adjust working schedules and shifts as per Operations requirements (notified in advanced)
• Reliable internet connection to potentially work from home and Quiet home-work environment

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The qualifications listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High school diploma or GED Certificate is required. (Some college education is preferred but not required.)
• Fluent in English and Japanese is required. Additional language is a plus
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint software
• Experience of hotel/travel industry experience is highly preferred, but not required.
• Customer service or Call center experience is highly preferred, but not required.