ABOUT GLOBUS FAMILY OF BRANDS

Globus family of brands provides the best in vacations for a wide variety of travel styles, goals, and budgets. Spanning over 450 vacations across more than 70 countries. With 90+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes, and countless joy-filled memories across the globe.

Generous Benefits package including ravel benefits and retirement!

THE ROLE

With many GFOB vacations beginning and ending with air, these teams strive to support guests in securing air as part of their travel plans while providing excellent customer service in an ever-changing environment. The Air Assist Specialist is part of the Call Center Support team and serves as the front lines of the Air Department to help sales complete a one call process. Their responsibility is to provide top-notch air support for new and existing air bookings for our Call Centers via phone and messaging.

PRIMARY RESPONSIBILITIES:

• Achieve one-call resolutions for call center associates while guests or travel agents remain on the phone
• Responsibilities include but are not limited to:
  • Adjust / correct schedule changes
  • Ensure new routes meet budget or advise of new flight pricing
  • Ability to upsell and calculate new pricing
• Ability to read and decipher airline fare quotes and fare rules
• Ensure the air itinerary is completed and within the corresponding tour/cruise flight windows
• Request special meals, seats, wheelchair for air-inclusive guests
• Ability to explain in simple terms so that call center associates can explain resolutions to the guest or travel agent
• Offer alternative or improved routing options, when available, for an additional cost
• Queue any PNR’s needing to be ticketed, exchanged, or reissued to Ticketing queues
• Ensure proper documentation is including both on the PNR and in Reservation System for awareness of all teams

ADDITIONAL RESPONSIBILITIES MAY INCLUDE:

• Speaking with travel agents and guests directly to resolve air escalations
• Assist in Air Department daily tasks, including schedule changes and work requests, when not taking phone calls

EXPERIENCE PREFERRED

The preferred candidate has noteworthy experience in the following areas:

• 1-3 years of experience with airline contracts, air operations, block space and/or inventory management, or working in a similar position within the travel industry
• Demonstrating the importance of service in retaining guest loyalty
• Building client/guest relationships
• Working knowledge of domestic/international itineraries, faring rules and construction, air regulations and concepts
• Technical and functional expertise with Globus Distribution Systems (GDS), preferably Sabre
• Product knowledge of Globus family products, services, and policies
• Experience with Microsoft Office – including Word, Excel, Teams and SharePoint Online
• Interpersonal Effectiveness:

• Integrity and work commitment
• Self confidence in tasks, capabilities, decisions, and ideas
• Adaptability and flexibility to multiple demands and work area needs or changes
• Ability to be self-reliant, take initiative, and effectively resolve difficult client and guest issues independently

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.