Business Travel Consultant III (experienced)

at Carlson Wagonlit Travel in Minnetonka, Minnesota, United States

Job Description

Do you love to help people, like to solve problems, and enjoy working in a dynamic environment? If the answer is "yes", we should talk.
Many of the world's best-known and biggest companies and governments around the globe rely on CWT to keep their people connected - anywhere, anytime, anyhow - by providing an efficient, safe, and secure business travel experience.
Be at the heart of our business
As a travel counselor, you will provide outstanding customer service to corporatetravelers before, during, and after their business trips. Through our winning combination of outstanding people and innovative technology, we're focused on ensuring that the travel experience of our customers is unforgettable from start to finish, for all the right reasons.
And as part of the Traveler Experience organization, you'll be at the forefront of providing that exceptional experience. Beyond making bookings, you'll play a key role in delivering a safe and enjoyable journey to our clients' traveling employees.
On a day-to-day basis, you will:
*Assists Travel Counselors on a real-time basis with questions related to client-specific policies, standards in creating Passenger Name Records, and questions related to the use of various technical tools.
*Monitors call and email queues to ensure timely servicing of inbound contacts; participates in "MOD" real-time rotation when required.
*Creates or maintains training documents with current processes and procedures.
*Schedules and trains new and existing counselors on new clients, scope and/or processed.
*Assists Team Leader with monitoring customer service and technical skills and provides immediate feedback.
*Communicates new information to ensure consistent procedures are followed.
*Provides feedback via one-on-one and mini-coaching sessions as needed.
*Maintains appropriate level of confidentiality for information shared/observed by position.
*May function as an SME with specific client or scope knowledge and/or serve as the customer point of contact.
*Creates and accurately completes complex travel requests (car, hotel, air, rail) for high-touch accounts and top-tier (VIP, Concierge, Film/TV Production, News, and Publicity) travelers.
*Acts as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation - the entertainment client sector requires a high level of creativity and booking in obscure production locations at times.
*Handles special requests common to the entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)
*Use available online resources to ensure compliance with clients' travel policy.
*Advises clients on international travel requirements such as visas, passports, immunizations, etc.
*Operates within general procedures with supervised results and under minimal direct supervision.
*Interacts with travelers, travel arrangers, and travel managers with the highest level of quality and professionalism.
*Provides 1st level of support for customer service and technical issues to determine root cause and resolution.
*Resolves complex problems/escalations including non-standard and multi-destinations, ticket exchanges, and complex fares for all traveler types and destinations globally.
*Utilizes CWT-preferred vendors to maximize profit and ensures compliance with the clients' travel policy.
*Adheres to CWT standards in delivering customer service including telephone/email etiquette and follows prescribed customer service escalation procedures.
*Attends staff and training meetings for ongoing updates in the travel industry and office procedures.
*Maintains a favorable working relationship with all other company employees and third-party vendors to foster and promote a cooperative and harmonious working climate.
*Performs other duties as assigned.
Sound exciting? Welcome to a culture of caring
Joining CWT means becoming part of a collaborative, close-knit, global community. Our "people first" ethos starts with our colleagues. As a member of the CWT team, you'll see that our core value of caring runs deep. It goes beyond the confines of our company too; our commitment to corporate social responsibility is deeply rooted in what we do and who we are.
Because we care so much for our travelers, we also care for our colleagues by fostering a high-performance and high-quality environment, fully supported by our leaders helping you succeed.
We actively look for people who bring a positive attitude to work with them and that's reflected in the... For full info follow application link.

As an Equal Opportunity Employer/Affirmative Action employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, veteran status, disability status, sexual orientation, gender identity or any other federal, state or local protected class.