Business overview:

US Tour Operator (USTO - https://www.travelopia.com/our-brands/tailormade-usto/) is a division of Travelopia (https://www.travelopia.com/), the world's leading experiential travel company with over 2,000 employees in 30 countries around the world. We are a collection of diverse and exciting businesses, owned by KKR, one of the world’s largest private equity firms. Some of our businesses are iconic market leading brands such as TCS, the world’s leading private jet company based in Seattle and Quark, the world’s leading polar expedition company based in Toronto.

USTO comprises two sister brands Europe Express and YMT Vacations, each providing decades of experience in custom independent and group travel for North American travelers throughout Europe and other popular destinations around the world. Together they are a $100 million+ revenue business, a significant and strategically important part of the $1billion+ Travelopia portfolio. Established in 1990, Europe Express provides high-quality, custom travel to Europe for their North American clients. The company serves both private group and FIT leisure markets, working exclusively with travel advisors to book everything from air and rail to hotels and sightseeing tours. YMT is an industry-leading guided tour specialist for North American travelers. Since 1967, the company has offered affordable land, cruise, and river cruise tours to the most popular destinations around the world.

Location:

This position is eligible for fully remote working within the United States! Preference for Pacific, Alaska, and Hawaii time zones due to required working hours.

Scheduling:

This is a full-time, 40 hours a week position. Overtime may be available but is not guaranteed.

This role requires working 9:30am-6pm Pacific Time (with 30 min for lunch, or 9am start with 60-minute lunch) Monday – Friday. Occasional weekend shifts may be required.

Additionally, this position is required to participate in the emergency duty rotation, which includes being on-call 24 hours a day for approximately one week per month.

Position summary:

The Air Ticketing Specialist supports the overall sales of all brands by issuing air tickets, processing schedule changes, handling ticket exchanges, and working through air-related customer service issues. The position also provides support to the inside sales team with sophisticated questions relating to booking and pricing international air and works directly with our customers (travel advisors) when vital to tackle emergent issues.

What you will be doing:

• Efficiently and accurately issue individual and group air tickets in Amadeus while following all company policies and procedures
• Accurately issue refunds, exchanges, and voids
• Continually work to control air costs through finding lower fares and identifying and correcting errors while within the void window
• Process debit memos in ARC
• Batching PNRs as needed by company workflow procedures
• Assist with training of new team members
• Complete daily and weekly recurring tasks to ensure accuracy of ticketing data and audit against reservation system
• Process schedule changes while following company procedures, including outreach to travel advisors via email and phone when needed
• Ability to make independent decisions with customers and coworkers while maintaining our customer service standards and financial profitability.
• Provide excellent customer service, support, and information to all company personnel and customers

What we are looking for:

• Minimum education requires a high school diploma or GED
• Sophisticated knowledge of a Global Distribution Systems, we prefer Amadeus
• Prior experience issuing air tickets for individuals and groups
• Ability to demonstrate a consistent high level of attention to detail and accuracy
• Ability to work well independently and as part of a team
• Good time management and ability to multi-task
• Courteous and professional telephone manner
• Good written and verbal communication skills
• Proficient in MS Office, including MS Excel, MS Word, Outlook

OUR COMMITMENT TO EQUITY, DIVERSITY & INCLUSION

We believe people are happier and perform best when they can be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where all our people can flourish and are encouraged to be their unique selves. We are committing to implement meaningful change within our culture by increasing awareness of and counteracting unconscious bias, eradicating systemic barriers, embracing diversity, and engaging all employees in the process.

We look forward to getting to know you!