Operations Support Specialist - Remote

This position is open to remote work in the following approved states: WI, AL, AZ, FL, GA, ID, IL, IN, KS, LA, MI, MN, MO, MT, NE, NC, ND, OR, PA, TN, TX, VA, WV

As one of Wisconsin’s largest travel companies, Fox World Travel has excellent perks for all Fox associates including but not limited to: competitive wages, flexible time off (vacation, sick, personal), FAM Dollars to help you explore the world, remote work, a full benefit package including medical, dental, vision, disability, company sponsored life insurance, tuition reimbursement, 401k contributions, end of year perks, and a fully engaged leadership teamdedicated to treating associates like part of the family!

It is a priority that our associates demonstrate competence and character that inspires trust by integrating our core values into every action and decision. Our core values state: together we are stronger, demonstrating genuine care and concern to do what is right when no one is looking, with a focus on being curious, creative, and driven and having a work hard, play hard mentality.

A day in the life of the Operations Support Specialist may include:

• Conducting regular audits of debit memo reports, accounting service fee reports, and other reports that support the Business Travel Division as identified. Tracking findings and summarizing metrics for leadership along with recommendations for improvements. Providing scheduled monthly status updates of progress with implemented solutions or solutions in process including impact.
• Researching daily accounting errors and completing Service Fee Error report via Microsoft Excel to establish and track trends. Making recommendations to Operations Director to resolve challenges in the future. Scheduling regular and/or periodic meetings to share findings and seek feedback with various members of Business Travel Division Operations team.
• Researching debit memos, resolving or challenging as needed, completing required reporting within the Debit Memo Error Report using ARC Memo Manager. Tracking and establishing trends to make recommendations for future debit memo resolution.
• Supporting internal & external customer requests by researching, resolving, and responding to the appropriate party within our outlined SLA.
• Supporting customer profile building, for non-Concur accounts.
• Assisting internal and external customers with process questions when needed.
• Supporting Credit Card reconciliation questions from our internal teams.
• Supporting leadership and ensuring customer updates are completed within set SLA, AMP updates, BAR changes, research of errors.
• Recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
• Staying abreast and becoming a reliable resource of business travel industry’s cutting-edge practices to enhance the organization’s processes and reputation for new ways of accomplishing various requests. This includes frequently exploring opportunities to add value to job accomplishments through training, networking internally and externally, review of business travel publications and articles, etc.
• Acting as a resource for Business Travel Division leadership team providing insight on various items that arise in relation to day-to-day Operations Support.
• Following Standard Operating Procedures (SOPs) with accountability to update existing and to create new SOPs to support the Business Travel Division.
• Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Driving standards and best practices whenever possible and effectively fostering a culture of engagement.
• Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
• Other duties, projects and alternate assignments as determined by business need.

You’ll love this job if you have:

• Organizational and planning skills.
• Personal Effectiveness/Credibility.
• Communication proficiency – verbal and written; appropriate use of grammar.
• Information gathering and monitoring skills.
• Problem analysis and problems solving skills.
• Sound judgment and decision-making ability.
• Attention to detail and accuracy.
• Capacity to comfortably deal with highly complex situations.
• Flexibility; ability to work efficiently and effectively with frequent interruptions.

This opportunity might be for you if you have:

• 1-2 years travel industry experience.
• Ability to manage multiple competing priorities while demonstrating ability to remain flexible in a changing work environment.
• At least 1 year demonstrated proficiency in GDS with strong preference toward Apollo; Smartpoint knowledge a plus, comfortable with researching reservation history.
• Basic knowledge and demonstrated proficiency of all Microsoft Office applications.
• Ability to work effectively in a team environment, yet comfortable working independently as work responsibilities permit.
• Ability to gather and analyze statistical data, generate reports, and coordinate and administer complex administrative systems and processes.
• Ability to work flexible hours with short notice as needed based on business need subject to unexpected issues that affect our business travelers such as weather or travel security.
• Ability to communicate with confidence and create a credible impression to operations leadership in various meetings as well as monthly staff meetings.
• Effective listening skills with ability to determine root cause quickly, check for shared understanding, and address misunderstandings promptly.
• Ability to develop strong and trusting relationships to gain support and achieve results.
• Self-motivation; demonstrate initiative with a strong commitment to personal goals, objectives, and work ethic.
• Exceptional verbal and written communication skills, interpersonal and organizational skills.
• Excellent analytical skills, attention to detail and accuracy.
• Experience with problem resolution to include airline vendor interaction.

Occasional business travel, overnight stay may be required for training.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.

While performing the duties and responsibilities of this position, the associate is regularly required to stand, walk, sit, climb, reach above shoulders, and move from place to place. The incumbent is frequently required to talk and listen and use hands to finger manipulate or handle. Specific vision requirements for this position include close vision and the ability to adjust focus.

The incumbent may occasionally be required to lift up to 50 pounds

Incumbent must be able to travel by airplane, rail, boat and/or car at any given time as required by the position. Ability to drive to client and company locations.

Work Environment

The work environment characteristics described here are representative of those an incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

For On-site and Hybrid Associates: Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. The incumbent works in an office environment where the noise level is low to moderate. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, a keyboard, photocopiers, and filing cabinets.

For Work-At-Home Associates: Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, and a keyboard.

Occasional business travel, overnight stay may be required – up to 15%. Ability to drive to home inspection locations, if required.

If you share in our passion for teamwork, our vision to have culture, engagement, and innovation at the heart of all our initiatives, we want you to come soar with Fox World Travel! If you fit the description AND meet the qualifications, please don’t hesitate to apply online at www.foxworldtravel.com/careers.

Work hard, play hard and travel often with the Fox World Travel Team today!

If hired for this position, you would be an employee of Fox World Travel, therefore, no fees would be associated with your training or employment. Also, Fox World Travel does not charge any fees as part of the application process.

Fox World Travel is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all associates to work.

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