Airline Schedule Change Coordinator (Remote Opportunity)

About the position
The Airline Schedule Change Coordinator at ALG Vacations plays a crucial role in assisting customers whose flights have been affected by airline-initiated schedule changes. This remote position involves direct interaction with customers and travel agents through calls and emails, ensuring that their travel plans are adjusted smoothly and efficiently. The coordinator will utilize various airline and reservation systems to manage changes, provide support to team members, and maintain high standards of customer service.
Responsibilities
• Answer calls and emails via InContact phone system for schedule change skills assigned
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• Utilize all airline computer systems to review PNR's, sell flights, price options, and work queues
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• Utilize ALG reservation system to enter comments, send confirmations and update flight changes
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• Inform Supervisors of customer issues impacting delivery of end-to-end service
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• Provide feedback to Supervisors on escalation issues or feedback on system errors
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• Work with other departments as needed to resolve schedule change issues when required
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• Work with airline partners via email and phone to confirm or inquire on schedule change options
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• Provide assistance via an internal phone queue to team members needing assistance with airline systems
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• Meet established metrics
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• Utilize Microsoft Teams, Zendesk, other tools for communication, policies and problem solving
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• Maintain informational sheets for airline processes and other tracking sheets as needed
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• Assist Service Skyteam customers on voluntary and involuntary changes
Requirements
• High school diploma or general education degree (GED); and at least one-year related experience and/or training; or equivalent combination of education and experience
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• Experience with an airline system preferred
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• Knowledge of MS office
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• Experience with internal reservation systems a plus
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• Strong understanding of customer service, including customer needs assessment and evaluation of customer satisfaction
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• Ability to problem solve, including identifying issues and evaluating options
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• Ability to work independently and as part of a team
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• Detail oriented
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• Active listening skills
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• Strong judgement and decision-making skills
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• Superior communication skills, both verbal and written
Nice-to-haves
• Experience with internal reservation systems
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• Knowledge of airline processes
Benefits
• Travel Perks and Benefits for both ALG Vacations and Hyatt
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• Medical, Dental and Vision Insurance
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• Basic Life Insurance
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• Short- & Long-Term Disability
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• Paid Parental Leave
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• Corporate Wellness Program
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• Travel Discounts & Deals
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• Paid Time Off & Holidays
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• 401(k) Plan with Company Match

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