Reservation Specialist / GEC

Job Description:

This position is located in Vancouver, Canada.

Airport Butler is currently seeking new or experienced reservation specialists to join our Guest Experience Center (GEC) team. The ideal candidate will have a strong customer service background, superb phone skills, great attention to detail, the ability to multi-task, and is self-motivated. This is a unique opportunity to work from home!

The GEC team communicates with our clients, 3rd party bookers, and concierge agents via phone, email, and text message to book and coordinate meet and greet service requests at airports across the United States and Canada. They also act as an internal support team for our concierge team members.

This position is located in Vancouver, Canada. This is a part-time role, with potential to move into a full-time role as business demands grow. This position will fill approximately 25-30 hours weekly with schedule flexing to accommodate hours as needed. Some weekends may be required. 

Responsibilities Include:

• Answer busy incoming phone calls, emails, and text messages, professionally and timely
• Coordinate details of new and existing service reservations
• Be the expert on Airport Butler products, services, and pricing
• Accurately book reservations and ensure all service details are collected
• Update reservations with changes and additions as needed
• Assess what service details are missing and reach out to clients to collect as needed
• Assign services to concierge and ensure all details are organized and sent prior to service
• Send daily reminders of upcoming services via email and text to clients and concierge
• Accurately track payroll hours of concierge agents across multiple airports in U.S.
• Regularly collaborate with Airport Butler leadership
• Create and interpret in-depth pass down notes from shift to shift
• Track service assignments and cancellations on shared documents, notify agents accordingly
• Act as the main contact for concierge agents and clients – answer questions and/or concerns
• Exhibit upmost confidentiality with clients and client information
• Accept and accurately process credit card payments and invoices for services rendered
• Provide excellent customer service to clients and concierge agents

Required Qualifications and Skills:

• Must be at least 21 years of age and possess a High School Diploma/GED equivalent
• Minimum of 1-year experience in customer service or call center environment
• Exceptional organizational skills with ability to multi-task
• Professional verbal, and written communication skills using appropriate grammar, terminology, tone, cadence, and pronunciation
• Exceptional listening skills with ability to quickly identify issues and proactively solve problems
• Proficient with Microsoft SharePoint, Excel, Outlook, and Word
• Tech-savvy and comfortable with navigating web-based reservation programs, helpdesk software, internet searches, airline websites/apps, SMS messaging, and smartphone apps
• Dependable and flexible with work schedule
• Proven ability to work independently with minimal supervision in a fast-paced environment
• Passionate approach to customer service, positive attitude, and strong work ethic
• Must be able to work various shifts including irregular shifts, holidays, and weekends
• Must own smartphone with a mobile operating system of (Android) 5+ or (Apple) 11+, and be willing to download apps required by AGI/Airport Butler– a partial reimbursement of service plan will be paid monthly
• Be able to pass a drug screen and criminal and employment background check
• Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

Preferred Qualifications and Skills:

• Multi-lingual
• High level of cultural awareness
• Knowledge of or experience in airport/airline industry
• Experience working in a remote environment
• Knowledge of Freshworks Help Desk, or similar customer helpdesk support software

About Airport Butler:

Airport Butler is a premier airport concierge brand providing meet and greet services to customers in approximately 25 airports in the United States and Canada. The offering is independent from airlines and customized for any customer, regardless of traveling class, who want to experience a personalized service and extra care when arriving, departing, or connecting through an airport.

Our clients are primarily made up of executives, inexperienced travelers, families, senior citizens, celebrities, and small group travel. These services are coordinated and purchased directly by our end user via website or reservation center, or through a 3rd party such as a credit car

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.

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