Customer Support Specialist - Dallas, TX

The Customer Support Specialist is responsible for assisting with the operational support and customer service components of the API client requirements, by working with the client to achieve acceptable outcomes.
This collaboration includes all necessary internal departments as well as outside parties to eliminate operational challenges involving clients, hotels and transportation.
Essential Duties and Responsibilities

• Learn and maintain API procedures for work methodology, reservations systems and ACES. Complete Operations Agent certification process.
• Process all client requests received by API Operations department via phone, email, fax or through the API systems.
• Assess all client requirements in order of priority. Ensure hotel and transportation requests are completed.
• Build and maintain business relationship with clients by providing prompt and accurate service.
• Alert the correct hierarchy of critical issue(s), which may require management involvement for resolution for client and/or API.
• Negotiate with vendors (Hotels, Ground Transportation, others) to best support the client and API.
• Resolve client disagreements in a professional manner. Present facts to support solutions.
• Ability to work within a team environment or work independently.
• Punctual and respectful of agreed working hours.
• Other duties as assigned to assist API in achieving its operational goals and objectives.

Qualifications
The qualifications listed below detail the credentials necessary to perform the essential duties of this position. To be successful in this role, you must be able to perform each essential duty satisfactorily.
Education and/or Experience
For the Level I Operations, we would require either one to two years’ experience of hotel/travel industry experience. Experience in the airline industry is a plus: airline crew/ scheduling and/or crew planning.
Knowledge/ Skills/Abilities

• Excellent understanding of reservation systems, hotel room blocks/allotments, rate structure, payment forms, and booking processes required.
• Strong computer skills and working experience with airline and/or hotel reservations systems is a plus.
• Working knowledge of EXCEL, Word, Outlook and Internet research is required.
• Knowledge of Ground Transportation reservations.
• Knowledge of Hotels as a product: hotel chains, categories, and locations.
• Strong time management, to ensure that work is delivered on time.
• The ability to prioritize the work provided by others in terms of importance, is imperative to this position
• Demonstrate strong communication skills; must be comfortable engaging in a variety of different communicative modes (verbal, non-verbal, and written). In addition, the ability to listen actively is highly important for this job as well
• Must have an interest and ability in serving others.
• Possess outstanding relationship management and customer service orientation skills
• Bilingual a plus

Good Faith Compensation
The good faith compensation rate for this position is $22.00 - $25.00 per hour.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.