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Travel Consultant customer Service Specialist Quality Reward Travel
EXCITED TO GROW YOUR CAREER? WE’RE GLAD YOU’RE HERE!​
Quality Reward Travel a Maritz owned company is an established leader in the travel loyalty and incentive market industry. For close to 20 years QRT has been providing one-of-a-kind travel programs for Fortune 500 companies as well as outstanding travel fulfillment in its state of the art call center.QRT provides leisure travel fulfillment to major corporations’ employees and consumers who earn award points through purchases brand loyalty sales and many other outlets. Our clients understand that their business success relies on engaging and inspiring their employees channel partners and customers. QRT’s best-in-class travel agents provide outstanding customer service making sure that all customers receive premium service. Books and confirms travel arrangements for program attendees based upon the guidelines provided by the client to ensure all expectations are met.
Quality Reward Travel a Maritz Company
The scope of this position is dependent upon the assigned program which will vary from client-to-client and program-to-program. In general may handle approximately 1200 to 4000 transactions (original ticket issuance reissues refunds or voids) 3000+ inbound phone calls and 100+ programs per team and fiscal.
No direct reports.
No budgetary responsibility.
Reporting and Working Relationships
Reports to the Supervisor Attendee Management.
Interfaces directly with Program Attendees Clients Project Managers Project Coordinators Account Managers Account Executives Attendee Management team and Support departments.
Books airline reservations for program attendees based on client specifications. Utilizes scripts/standard workflow processes applies the appropriate airline contracts utilizes and/or manages block space completes program accounting information and stores airfares. Services attendee phone calls and answers program-related questions. Communicates travel itineraries fare rules/regulations confirmation numbers cancellation policies code shares upgrades seating confirmation and industry updates via phone fax and e-mail to participants. Documents all airline records via the Global Distribution System (GDS). Ensures that price quotes are ticketed accurately preferred carriers are maximized and that ARC (Airline Reporting Corporation) policy requirements are met. Provides Travel Directors with supporting documentation and information required to successfully operate program(s).
Tracks and follows up on critical dates to ensure report and program deadlines are met. Communicates pertinent updates to the Project Managers and appropriate team members. Responds to attendee land requests. Reviews and tests websites prior to the sites going live. Reviews reports on a weekly basis for accuracy. Completes all accounting functions pertaining to client specifications. Communicates any unpaid status attendees to Project Managers and Supervisors prior to final mailing or program operation date.
Attends ongoing training to enhance knowledge skills and abilities. Performs special assignments as directed by management. Attends department and program meetings to discuss updates industry changes policies client specific information process improvements challenges best practices and recognize/reward team members. Researches customer inquiries.
OTHER: This job function may require travel to destinations worldwide in support of client site inspections and/or program operations. There is an inherent risk associated with all travel often as a result of extraordinary circumstances. During emergencies or periods of high volume resulting from inclement weather it is your duty to provide guidance and leadership as necessary under the circumstances and to promote the safety of the client travel participants and other Maritz employees by implementing or supporting prescribed crisis procedures. This can include additional work hours deviation from standard work hours as well as continued client support when the office is closed due to inclement weather.
1. Bachelor’s degree or equivalent travel industry experience required. Hospitality or Event Management related degree a plus.
2. Proven record with strong customer service skills.
3. Must be very detail oriented and have strong problem solving skills to research and resolve customer inquiries with minimal supervision.
4. Professional oral communication written communication and effective listening skills to ensure the customers understand and are satisfied with their reservations.
5. Strong MS Office skills (Word Excel PowerPoint) along with the technical aptitude to learn new technology.
DISCLAIMER: This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties responsibilities and qualifications required of associates assigned to this job.
Maritz is an Equal Opportunity Employer.
At Maritz we believe in putting people at the center of business. Our clients rely on us to help them strengthen their relationships with employees customers and sales partners. It helps their businesses grow and thrive and it’s made us industry leaders. Join our award-winning culture and experience a fun exciting and collaborative work environment that celebrates success and pushes you to be your best self.
Maritz and its family of companies boast a wide variety of careers. Check out our Careers page to learn more.
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Travel Consultant customer Service Specialist Quality Reward Travel job at Maritz
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