Job Details
Job Description Military & Government (M&G)
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.
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.
**Position overview**
CWTSatoTravel is seeking for a **Team Lead** an energetic self-starter with the desire to learn and grow
**Position Description**
* 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
* Keeps management promptly and fully informed of all operations matters of significance and takes prompt corrective action where necessary or suggests courses of action which may be taken
* 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
* Assists team with problems that arise and communicates new information to ensure consistent procedures are followed; provides consistent feedback via one-on-one and mini-coaching sessions to assure established agent standards are meeting or exceeding business needs
* Maintains appropriate level of confidentiality for information shared/observed by position
* Creates domestic and international travel arrangements for clients to include air, hotel, rail, 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
* Supports one or more accounts
* Operates within general procedures with supervised results and under minimal direct supervision
* Interacts with traveler, travel arranger, and travel manager. Provides 1st level of support for customer service and technical issues
* Utilizes CWT 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
* Proficiency with fare calculations, pricing, processing tickets, refunds, and exchanges
* Performs other duties as assigned
**Qualifications**
**Position Requirements**
* High school diploma or equivalent
* Minimum 3 years travel counselor experience
* Excellent industry knowledge and reservation skills in order to create domestic and international reservations to include air, hotel, rail, and ground transportation
* Knowledge of ticketing procedures
* Proficiency in a minimum of one CRS
* Sabre experience preferred
* Government travel reservation experience a plus
* Ability to meet and maintain required performance standards
* Excellent customer service and communication skills required
Because this position is directly with our Federal Government client, the 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 review.
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.
**Primary Location**
: US-VA-Norfolk