UNKNOWN

FEED

In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers. Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations.

HOUR

The Customer Support Specialist supports our airline partner onsite at their office location. In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers. Position Type and Expected Hours of Work This is a full-time, overnight position 10pm-8am. Flexible schedule necessary, including holidays and weekends may be required. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Total customer service to include but not limited to the following: <ul><li>Serve as API's on-site liaison with the airline partner, providing support, guidance and training. </li></ul><ul><li>Process client requests received from the airline through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate and professionally executed. </li></ul><ul><li>Follow-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical. </li></ul><ul><li>Alert supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely. </li></ul><ul><li>Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API. </li></ul><ul><li>Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts. </li></ul><ul><li>Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations. </li></ul><ul><li>Adapt to irregular operations (IROPS) to accommodate needs arising from the changing dynamics of airline schedules and unforeseen situations. This includes and is not limited to extended work schedules and serving "On Call" when needed outside of regular working hours. </li><li>Learn and maintain knowledge of API's call center work methodology and reservation systems to best serve API's clients in the most efficient and professional manner. </li></ul><ul><li>Achieve a passing score on initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion. </li></ul>Competencies <ul><li>Knowledge of airline crew scheduling is a strong plus.</li><li>Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.</li><li>Excellent Interpersonal skills. </li><li>Able to work in a fast paced environment. </li><li>Great telephone etiquette. </li><li>Excellent writing skills. </li><li>Excellent computer skills. </li><li>Ability to multi task and prioritize. </li><li>Detail oriented with great organizational skills. </li><li>Flexible work schedule including availability to work weekends and holidays. </li><li>Able to work overtime if needed. </li><li>Second language, preferrable Spanish is a plus.</li></ul> Good Faith Compensation The good faith compensation rate for this position is $23.00 per hour. Required Experience<ul><li>Ability to positively present API in customer facing situations. </li><li>Customer service background is a plus. </li><li>Airline/Hotel/Travel experience is a plus. </li></ul> AAP/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. Other Duties Duties, responsibilities and activities may change at any time according to business needs. Who We Are API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API's proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you! Other Duties Duties, responsibilities and activities may change at any time according to business needs. The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO). Work Environment This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms. AAP/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Accommodations Plus International

Customer Support Specialist (Overnight 10pm-8am) - Charlotte, North Carolina

Accounting

Airline Reservation

Application Programming Interface (API)

Call Centers

Channel Support

Computer Skills

Customer Relations

Customer Satisfaction

Customer Support/Service

Customer/Client Research

Detail Oriented

Establish Priorities

Genetics

Hotel Reservation

Information/Data Security (InfoSec)

Intellectual Property (IP)

Interpersonal Skills

Mobile Technology

Multitasking

Negotiation Skills

On Call

Operational Audit

Operational Strategy

Organizational Skills

Physical Demands

Presentation/Verbal Skills

Risk

Spanish Language

State Laws and Regulations

Systems Analysis

Writing Skills

IRecruitee

This requires a defined level of product knowledge, food preparation skills, sales ability, customer relations skills, and cooperation with fellow associates tocreate An Incredible Place To Work and Shop. While performing the duties of this job, the associate is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell.

Primary responsibility is to Take Excellent Care Of Our Customers by satisfying each customer's needs and exceeding their expectations. This requires a defined level of product knowledge, food preparation skills, sales ability, customer relations skills, and cooperation with fellow associates tocreate An Incredible Place To Work and Shop. Responsible for processing/packaging/stocking products according to Grocery Standards, cleaning work areas, providing customer service unloading stock, and reloading salvage. QUALIFICATIONS. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associates must be at least 18 years of age. PERSONAL SKILLS. Exceptional interpersonal skills. Willingness to participate in and successfully complete required training and to work with the team to increase customer satisfaction and sales. EDUCATION and/or EXPERIENCE. High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS. Ability to read and comprehend simple instructions, short correspondence, and memos [in English]. Ability to write simple correspondence [in English]. Ability to effectively present information in one-on-one and small group situations to customers, vendors, and other associates of the organization who only speak English. MATHEMATICAL SKILLS. Ability to add and subtract two digit numbers and to perform these operations using units of American money and weight measurement. REASONING ABILITY. Ability to apply commonsense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. CERTIFICATES, LICENSES, REGISTRATIONS. Complete Company's training including but not limited to: new hire orientation, customer service network, safety, and product knowledge. PHYSICAL DEMANDS. The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The associate is occasionally required to climb or balance and stoop, kneel, or crouch. The associate must regularly lift and/or move up to 60 pounds and reaches from 6-72 inches. Specific vision abilities required by this job include close vision, color, and depth perception. WORK ENVIRONMENT. The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is frequently exposed to wet, hot, or cold conditions and moving mechanical parts. The associate is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually moderate.

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