Assist Airport Independent Contractors and CSA with sales opportunities, preparation of marketing materials.
•Assist Airport Independent Contractors with new business implementation process (as needed).
•Liaise between Support Services team and front line agents to maximize revenue opportunities.
•Identify and analyze ways to improve agent processes in conjunction with Director of Customer Relations and Customer Service Portal Manager.
•Plan and initiate agenda for monthly Independent Contractor and Customer Service Agent Meetings in coordination with Director of Customer Relations and others.
•Work in coordination with all internal vendor relation teams, corporate operations, accounting, IT and other departments to ensure smooth operations of customer service center.
•Identify areas and trends of agent training needs and work in coordination with Director of Customer Relations and Customer Service Portal Manager to set training sessions.
•Training modules:
◦Set training curriculum on monthly and as needed basis.
◦Liaison with internal support services team to identify areas of training needs and proactively plan curriculum to conduct training sessions.
◦Conducting in-person training sessions (travel required).
◦Conducting virtual training sessions.
◦On-Line booking tool knowledge.
◦Preparing presentations.
•Assist or facilitate projects or product enhancements as assigned.
Qualifications and Education Requirements:
•Male/Female, Must be at least 25 years of age.
•Bachelor’s Degree.
•Acquire customer service/training experience or the equivalent experience for at least 2 year.
•Demonstrates excellent interpersonal and verbal communication skills.
•Must be self-motivated, with a positive/cooperative attitude and be able to function effectively as a team leader and a trainer.
•Possesses computer skills with the ability to easily grasp the functionality and concepts of company software.
•Must be able to travel and work varied hours, including nights, weekends and holidays.
•Highly approachable professional demeanor.
•Ability to train people.
Preferred Skills:
•Navitaire-Airlines reservation system experience Training Skill.