Job type full-time
Full job description
Short’s travel management (stm) is a family-owned, women-owned, private corporationWe are sports travel experts specializing in team travel, recruiting travel, group hotels, bus charters and air charters servicing hundreds of athletic departments each yearWe move more student athletes than any other travel management companyStm’s mission is to enhance the experience of getting there, being there, and coming homeWhen you win, we all win!
The stm team strives to drive innovation, provide excellent service, and display teamwork, passion and dedication throughout the lifetime of our relationshipsStm works with clients to customize travel programs to create efficiencies and maximize the value of our products and services.
This role will be the client account’s day-to-day partner ensuring the travel program is running smoothly and efficiently, as planned during and after implementationThe primary objective is monitoring established sops and kpis, anticipating and supporting account needs as they arise.
The account specialist will be responsible for pulling in the right people at the right time in support of tmc issue escalation, solution finding, and continuous improvementThis role will also be working with the account owner to inform of revenue loss and/or gain opportunitiesThis role can work remote.
Develops and maintains strong, productive business relationships with the client to ensure customer satisfaction.
Contributes to agent operations strategies by applying knowledge based on sports & traveler needs.
Support client needs, outside of standard air bookings, on a day-to-day basis.
Utilizes exceptional customer service capabilities such as: above average listening, negotiating and communication skills; strategic and analytical thinking skills; problem solving and independent decision-making skillsMust be detail oriented with excellent follow-through.
Assists with reporting: set up internal and grasp reporting for clients and supplier requests; own internal afterhours reporting process.
Manages uatp funds and work with ops & account sales team to ensure funds are being accurately used and reported on
Provides portal support: update client portals with new content, assist new coaches and, in time, lead recurring training for all clients.
Provides profile support: assigns coordinators, arrangers, profile troubleshooting
Manages online support inbox: responds to basic concur & deem first level questions and escalates issues as needed to tier 2
Supports implementation setup: loads hotel contracts and discount codes into bar, creates training documents and eventually leads training sessions.
Updates payment, partners, policy, contact, etcIn bar .
Responds to customer service questions and requests: agent response times, fare prices, etcAnd follow up on nps survey issues.
Handles unused ticket questions: when can use, group rules, recommendations on when to name change, etc.
Assists with client documents, reviews and contract renewals
Participates in weekly operations calls to stay aligned with deptInitiatives and communicate recurring issues or opportunities for improvement.
Participates in on-call rotation for team travel (typically once every two months).
During downtime, assists agent team with sourcing or ticketing as needed.
Minimum 3-5 years of experience in the travel industry as an agent; experience in travel account management is a plus.
Gds – apollo/smartpoint, internet, online booking tool and portal knowledge
Proficiency with related technology platforms: i.e., online booking tools, salesforce, short’s travel portal and other web-based applications.
Able to be a team player; cross-trained or is available for cross-utilizations, dependable and reliable, and can multi-task.
Proven record of accomplishment of superb customer success.
Microsoft office skills preferred (word, excel, outlook)
Ability to take initiative in seeing opportunity for improving customer success and making recommendations to clients and/or shorts operations manager.
Collegiate sports background a plus.
Self-motivation / drive
Work ethic / ownership
Commitment to continuous improvement
Ability to multi-task and prioritize to meet deadlines
Compensation & available benefits:
Competitive salary commensurate with experience
Vacation/earned time off
Short’s travel management is an eoe employer.
This employer participates in e-verify and will provide the federal government with your form i-9 information to confirm that you are authorized to work in the u.s.
Posted 3 days ago