Operations Associate / Travel Document Services

Position Summary:

The G3 Associate contributes to the G3 mission of providing extraordinary customer service and expertise in providing passport and visas processing services to individuals, corporations, flight departments, travel agencies and tour groups throughout the US. The Associate may act as a liaison with US Passport Center/Agency locations or with Embassies and Consulates to process visa applications. The work involves the entire cycle of document fulfillment, from the initial inquiry, to process of documents, and to their safe return to the client. G3 Associates are considered subject matter experts in their field, with up to date knowledge on passport and visa requirements and handling processes.

This particular job opening will involve work with G3's most elite clients, for whom professionalism and courtesy are a must. Successful candidates will demonstrate attention to detail, critical thinking and planning skills, and a calm demeanor when interacting with clients via email, telephone, or in-person meetings. You will be required to prioritize requests and work quickly but accurately during busy days.

Work in this position involves no supervisory duties or responsibilities. Work requires independent judgment although difficult issues are referred to a supervisor for resolution. Work is performed under general supervision.

Employees in this position generally work a conventional workweek. Work is performed in an office where working conditions are normal. Work requires minimal physical exertion but may require lifting and bending. The majority of the work is completed via computer and phone. May require local travel for document fulfillment and must be comfortable using public transportation as required.

Tasks:

• Confer with potential and existing clients by telephone or in person to provide information about services, to take or enter data, or to update data in the processing of their visa and passport requests. This includes answering questions and providing advice on passport and visa processing, procedures and regulations to ensure that the requirements are met to obtain/renew/replace a passport or visa in the time required.
• Use critical analysis of daily workload to optimize customer service by prioritizing and placing passport applications in queue. Separate visa packages by G3 processing methods (normal or rush) to ensure deadlines are met. (Triage the incoming requests.)
• Utilize cutting-edge online proprietary technologies to offer unmatched electronic document management solutions.
• Create tasks in our systems to begin the request process. Follow task lists from creating to closing the task and each scenario involved.
• Evaluate information on various forms and supporting documents to verify completeness and accuracy in accordance with guidelines and procedures.
• Visits Embassies and Consulates as needed.
• Keep record of client interactions and transactions, recording details of inquiries, complaints, and comments, as well as action taken.
• Perform routine data entry and other office support activities, including sorting, creating air bills, photocopying, distribute and file documents (soft and/or hard copy).
• Prepare invoices and shipping (Air bill) for all documents to meet time lines and maintain proper security of documents.
• Contact clients to inform/respond to inquiries or to notify them of status of and/or next steps needed, to obtain their passport; accurate and timely resolutions with information given to clients.
• Phones and email answered in timely manner - meeting G3 standard of care.
• May be assigned specific accounts such as high level corporate executives or various flight crews which will involve building relationships, assisting in the completion of application forms and supplemental documents, tracking and keeping crew personnel documents up to date.
• May assist in the processing of visa or passport applications, following all G3 and government processes and guidelines. Must work collaboratively with other G3 staff/departments/locations.
• Audit all passports and visas upon issuance to make sure to meet the service request.
• May perform other duties as assigned. Assist other in the performance of related tasks.

Success Measurements:

Great Team –

• Demonstrates the ability to work with others to achieve objectives.
• Promotes cooperation and sets a good example for co-workers.
• Demonstrates polite and courteous telephone and in person communication with clients, co-workers, and agencies.
• Demonstrates respect for job and coworkers through punctuality and good attendance.
• Values the input and know-how of others.
• Asks for help, when needed.
• Offers help to others when needed.
• Communicates openly and honestly.
• Communicates effectively in written and verbal form.
• Resolves conflict in a positive way.
• Works with others toward a common goal.

Great Results – * Demonstrates knowledge and skills necessary to perform job duties.

• Organizes and prioritizes work.
• Uses available time and resources to accomplish job requirements.
• Shares job knowledge with co-workers.
• Independently seeks information to increase job knowledge.
• Demonstrate ability to follow directions, procedures, and guidelines and adapt to change.
• Takes initiative and acts with a sense of urgency.

Great Process – * Enters client data in the computer completely and with accuracy.

• Maintains client data reflecting accurately the client’s most current needs.
• Demonstrates proficiency in billing and shipping.
• Keeps work area neat, clean and organized.
• Conveys essential information to team in a timely manner.
• Continually seeks to improve business processes.
• Understands G3’s business and priorities.
• Understands how his or her job impacts the business results.
• Makes sound decisions and follows through to complete resolution.
• Offers creative suggestions and alternative solutions.

Great Service – * Provides outstanding customer service by exemplifying the highest level of service standards.

• Displays excellent knowledge of services offered. Provides clients with personalized attention in a professional manner.
• Keeps up to date with email communication between clients and coworkers. Follows the path to the client.
• Follows through to resolve needs of clients and co-workers.
• Anticipates needs of clients and co-workers.
• Demonstrates a desire to understand client needs.
• Suggests ways to improve process to fulfill clients’ needs.

Great Leadership – * Influences others in a positive way.

• Assesses impact of decisions on others.
• Sets goals and develops plans to reach goals.
• Acts with integrity.
• Builds trust by keeping word, commitments and promises.
• Admits mistakes.
• Takes personal responsibility for mistakes, failures, or shortcomings without blaming others.

Operating Principles:All individuals are expected to work in a manner that is consistent with the G3 Global Services, Inc. operating principles; specifically:

• Treat others with respect
• Deliver impeccable service to our clients
• Support our commitment to “do it right the first time”

Job Type: Full-time

Pay: $21.63 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Experience:

• Travel Document: 1 year (Preferred)

Work Location: In person