Group Air Agent

Madison is currently seeking a highly motivated, dynamic, and enterprising individual to join our team as a Group Air Agent. As a Group Air Agent, you will be an integral part of our dedicated Air Team, responsible for arranging travel through the GDS (SABRE) for both domestic and international trips. You will work independently, efficiently managing multiple tasks such as meeting management and travel arrangements to meet customer demands while maintaining a premium level of customer service, with a specific focus on incentive and training sales meetings. Your role as a Group Air Agent will involve providing support to the event management team by facilitating air travel on a large scale and ensuring excellent customer service for both internal and external clients, as well as meeting attendees.

Key Responsibilities:

• Monitor and manage the email air folder and GDS queues for the program.
• Maintain clear documentation of all records in GDS and registration technology as required.
• Resolve any issues related to participant travel approval process and registration.
• Maintain a comprehensive understanding of customer programs and stay updated on any changes.
• Coordinate and support the traveler approval process to ensure successful group meetings and travel events.
• Deliver optimal customer service through effective phone system utilization and positive telephone service techniques.
• Participate in weekly program meetings, providing updates on approval trends, budget issues, customer complaints, and outstanding matters.
• Monitor participant flight arrival/departure changes and communicate them to the appropriate operations team, along with any hotel check-in/check-out date changes.
• Collaborate with managers and staff to address quality control discrepancies and internal errors.
• Manage project timelines as necessary.
• Adhere to company and client policies and procedures, actively sharing information that benefits the team and identifying opportunities to enhance service delivery to travelers.
• Work independently in the absence of supervision.
• Assume additional duties and responsibilities as requested.
• Work within customer budget guidelines.
• Manage block space and/or charter manifest.

Key Competencies:

• Punctuality and regular attendance.
• Ability to take direction and collaborate effectively with others.
• Capacity to work under stress and meet deadlines.
• Strong focus and accuracy in tasks, even when meeting productivity measures.
• Adaptability and willingness to handle additional assigned tasks.
• Dedication to providing quality customer service.
• Knowledge of incentive and meeting program elements.
• Excellent organizational and time management skills, with the ability to handle multiple complex projects and changing timelines.
• Outstanding oral and written communication skills.
• Strong listening and evaluation skills.
• Familiarity with block space booking, utilization, and charter operations.
• Customer service orientation.
• Exceptional interpersonal skills for building relationships with internal and external clients.
• Meticulous attention to detail, with the ability to anticipate unexpressed client/traveler needs.
• Timely and effective problem-solving abilities.
• Aptitude for identifying customer needs and providing efficient solutions through active listening, probing questions, and applying knowledge.
• Ability to thrive under pressure and adapt to dynamic situations.
• Proficiency in working within a fast-paced environment and handling multiple requests simultaneously.
• Resilience and ability to adapt to change.
• Strong proofreading skills.
• Capability to work independently.

Qualifications:

• Minimum of 5 years of experience with SABRE.
• Working knowledge of database systems is a plus.
• 5 years of experience in a travel agency, preferably in group agent/bookings.
• Expertise in group bookings, blocked space, Phase IV, and exchanges.
• Familiarity with domestic and international air travel destinations.
• Strong geography skills.
• Prior experience working in a team environment is preferred, or a strong understanding of the importance of open communication and information sharing among colleagues.
• Proficiency in word processing, spreadsheet, and email software. Knowledge of Microsoft Office software (Word, Excel, Gmail) is preferred.
• Flexibility to work in different shifts as needed, including early mornings (before 8 am), evenings (after 6 pm EST), and weekends.
• Fully remote position.
• Willingness to travel to provide on-site support during programs.
• Reports directly to the EVP of Travel Operations.