Defense & Government Travel Consultant II (experienced) – Hybrid ESC Phones/Non Phone Fulfillment – Virtual (Weekend Days, 4x10 Shifts)

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 defense & government travelers 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 Defense & Government 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

• Travel Reservation and Fulfillment Agent
• Creates and completes travel arrangements (car, hotel, air, rail) for both domestic and international travel received via phone call, queue placement, or email for moderately complex accounts
• Ensures reservations for multiple clients are built according to each account’s client standards and preferences
• Acts as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation
• Resolves moderately complex problems with potentially non-standard and multi-destinations, ticket exchanges, and complex fares
• Review unused airline ticket records and accurately calculate full and partial refunds according to airline tariff rules
• Provides transaction processing services in order to fulfill bookings, issue tickets/vouchers and invoices
• Process AQUA/local system rejects and vendor messages, manual ticketing and fulfillment, queue management, queue teams, quality control, ticket issuance (i.e., exchange desk), and post-booking actions
• Escalates more complex problems to more experienced staff
• Assignments include both routine and non-routine work
• Other Duties

o Works in a hybrid role/environment, taking phone calls with our Emergency Services Center and working off-phone tasks within the Centralized Fulfillment Team based on business priority. Work focus (phones/non-phone) can change throughout the shift as needed.

• May perform other duties as back up to understaffed areas of the department as assigned
• May be required to assist with department-related projects and implementations (clean-up, startup, closeout, etc.)
• Work as part of a team covering a 24/7 environment (shifts can change/rotate) in a shift that will include weekend days and holidays.

We are looking for candidates available to work a 4-day, 10-hour shift schedule from Friday to Monday.

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 atmosphere in our offices, remote teams, and contact centers, and the dynamic between colleagues. Our people want to be here — which explains the long careers of so many of our colleagues.

Speaking of longevity, CWT been in the travel industry for 150 years (and counting). We’re proud of our history and even more excited about where we’re going next: the corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before.

We are very proud of our 65+ year history serving U.S. military and government clients and are always looking for new talent to help us grow as a team. Our most valuable asset as a company is the quality of our people. We are a growing family and encourage you to check out our opportunities and start your journey with CWTSatoTravel today.

As the U.S. military and government division of CWT, CWTSatoTravel is a global leader specializing in seamless travel management services to our U.S. federal clients. We employ a team of more than 900 associates throughout 187 locations in 14 countries and U.S. territories. Though our offices are spread across the world, we are a tight-knit group with access to resources and innovations that enable us to deliver the best services in the industry.

Qualifications

Let’s grow together

The defense & government travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before. If you’re looking to learn and grow in your career on the frontline of this exciting industry, we’ll be there to support your journey and give you all the tools you need to excel.

The experience and attributes we’re looking for in new team members include:

Experience & Education

• Education
• High school diploma or country equivalent
• Experience
• 3+ years of industry experience
• Corporate and/or Government travel counselor experience
• Contact center experience
• Experience issuing airline tickets preferred
• Languages
• English fluent – written and spoken
• Knowledge, Skills, and Abilities (KSAs)
• Detail-oriented to ensure a high level of accuracy
• Basic MS Office; Word, Excel, Outlook, PowerPoint
• Capable of working with minimal supervision
• Able to thrive in a fast-paced, ever-changing environment
• Government accounts require the ability to pass an extended government background check
• Skilled in GDS; Sabre preferred
• Good verbal and written communication skills

CWT accepts Military experience/certifications as a substitute for some requirements.

What’s in it for you?

There Are All Kinds Of Advantages To Joining The CWT Community. We Hope These Things Have Already Won You Over — But Just In Case, Here Are a Few Extra, Important Details You Probably Want To Know

• Salary target between $25.00-$26.00 hourly
• Hands-on paid training
• Competitive compensation — including shift differentials, referral bonuses, and supplier incentives.
• 3 weeks of vacation, 14 days of paid holidays, and 7 days of sick leave each full year
• Both on-site and home-based positions available
• Flexible working options: Full-time, part-time, nights and weekends
• Medical/dental/vision
• Employee discounts and supplier incentives
• Employee Assistance Program & Employee Resource Groups

Because this position is directly with our United States Federal Government client, the United States government requires that the successful candidate be a US Citizen. Authorization to work in the US is not sufficient for this position. Additionally, you will be subject to a company and government background investigation including a criminal history and credit record review.

To the extent, this position enables access to traveler personal identifiable information (PII) as defined by the U.S. Government or vital trust data as defined by CWT, then the individual is required to adhere to all government-required and/or company-mandated information security policies and regulations. The individual is also required to take all Information Security and Privacy Act training required by the Government and/or company. The individual is required to safeguard any such information in the event of any improper disclosure to company officials in accordance with applicable information security policies or regulations.

CWT is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to TalentAcquisitonAmericas@mycwt.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.