Lead Travel Counselor

Company Name:
Carlson Companies
Lead Travel Counselor
Job ID # 22978
Position Title Lead Travel Counselor
Location VA - Arlington
Functional Area Travel counselor
Business Unit Carlson Wagonlit Travel
Employment Type Full Time Regular
Education Required C - HS Graduate or Equivalent
Experience Required 5 - 7 years
Relocation Provided No
Position Description
CWTSatoTravel is seeking an experienced and talented Lead Travel Counselor to be based in our Arlington office. Individual will be responsible for one-on-one training to travel counselor. Assists with coaching and monitoring travel counselors. Completing successful travel arrangements for CWTSatoTravel clients.
This is an office based position and telecommute is not an option.
Assists Travel Counselors on a real time basis with questions related to client specific policies, standards in building Passenger Name Records, and questions related to the use of various technical tools.
Assists Supervisor with monitoring customer service and technical skills and provides immediate feedback and coaching to develop travel counselors' skills. Provides documented feedback to supervisor.
Creates domestic, and international travel arrangements for clients to include air, hotel, and ground transportation.
Use available online resources to ensure compliance with clients' travel policy.
Advises clients of international travel requirements such as visas, passports, immunizations, etc.
Strong working knowledge and understanding of international pricing rules and procedures.
Operates with discretion within broad policies and practices with management guidelines and oversight.
Supports 1 or more accounts.
Interacts with traveler, VIP traveler, travel arranger, and travel manager.
Interacts with traveler or travel arranger, provides 1stlevel and may provide 2ndof support for customer service and technical issues.
Utilizes CWT - SATO preferred vendors to maximize profit, and ensures compliance with the clients' travel policy.
Adheres to CWT standards in delivering customer service including telephone/email etiquette, and follows prescribed customer service escalation procedures.
Follows company procedures, guidelines and standards in building Passenger Name Records, utilization of tools, productivity, accuracy of work, and attendance.
Attends staff and training meetings for ongoing updates in the travel industry and office procedures.
Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
Performs other duties as assigned.
Position Requirements
Five to seven years travel industry experience.
Minimum one year supervisory experience.
Demonstrated leadership and mentoring skills.
Displays positive work ethic to help maintain/promote positive team morale.
Industry knowledge and reservation skills in order to create domestic and international itineraries to include air, hotel and car reservations.
Proficiency in a minimum of one CRS.
Sabre experience preferred.
Proficiency with ticketing procedures.
Government travel reservation experience a plus.
Ability to meet and maintain required performance standards.
Excellent customer service skill required.
Ability to work a flexible schedule, M-F.
Because this work would be with our Federal Government Client, you may be subject to a government background security check.
CWT is an Affirmative Action/Equal Opportunity Employer
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.

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