Campus Pride Jobs

This position reports to: Manager Operations, Special Services

Overview: At Atlas Travel & Technology Group, our purpose is to Stand-Up, Stand-Out. To do something every day that makes the next day better for all. We value creativity to build new paths forward, collaborate respectfully, have the drive to get up and do it, open ourselves to grow, do what we say, love what we do, and have fun along the way. This is who we are, our culture.

The Operations Support Specialist provides special services, support and assistance including but not limited to manual ticketing, quality control and quality assurance for the Atlas corporate agent teams and online PNRs.

Virtual Position; Available Shift Monday-Friday Nights / Occasional Weekends

Responsibilities and Duties:

• Ability to work different shifts to cover the department (ranging from early morning to late evening and occasional weekends)

• Queue monitoring and management

• Processing of all facets of Atlas manual ticketing including refunds/exchanges/MCOs/EMDs and enhanced PQs

• Quality control of online and agent PNRs to ensure airline policies are being adhered to

• 3rd party ticketing and fulfillment processes

• Identify manual operations for automation

• Assist with creating operational efficiencies with Operations Manager

• Soft dollar ticket fulfillment

• Follow-up on Approvals Plus declined TARS with IP carriers

• Debit memo research and follow through

• Quality control and use of Concur Compleat remarks

• Manage account specific airline equity balances

• Process after hours billing

• Assist Finance with system errors

• Update airline schedule changes for online bookings

• Quality assurance and maintenance of Unused Ticket Tracker reports

• Oversee travel disruption dashboard

• Assist with internal staff travel for Atlas employees traveling on company business

• Other ticketing fulfillment duties and or agent support services not yet defined

• Minimal travel may be required

Skills/Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficiency in fare calculations – domestic and international

• Proficiency in processing refunds/exchanges and enhanced PQs

• Industry knowledge and strong background with reservation skills

• Ability to create domestic and international reservations to include air, car, hotel, rail and ground transportation

• Understanding of complex ticketing rules and fares for both domestic and international travel

• Understanding of individual airline policies in regards to waivers, name changes and other rules/restrictions in regards to ticketing/refund and reissue of tickets

• Knowledge and understanding of airline commission contracts

• Knowledge and understanding of non-ARC airline carriers and payment processing

• Understanding of airline/car/hotel/rail accounting lines and invoicing processes

• Knowledge of airline ancillary fee processing

• Excellent time management, organizational and presentation skills

• Excellent oral and written communication skills, especially the ability to connect with business teams to clearly explain, in business terms, complex technical situations

• Team player with effective interpersonal skills who can work in an independent setting

• Experience working within multidisciplinary, multi-task and collaborative environments

• Able to multi-task and manage several deliverables simultaneously

• Effective organizational and time management skills

• Attention to detail

• Ability to manage multiple tasks and changing priorities

• Capability of problem solving - anticipating, initiating, and resolving issues

• Excellent GDS Skills – Sabre

Core Competencies:

Core Competencies identify behaviors and skills all employees are expected to demonstrate to carry out the mission and goals of the company.

• Initiative and Creativity

• Judgement

• Cooperation / Teamwork

• Quality of Work

• Reliability

• Support of Diversity

Education and/or Experience:

• Bachelor’s Degree or relevant work experience

• 5 years of ticketing / reservation experience in a TMC

• 5 years of customer service experience in a TMC

PC Skills:

Strong working knowledge of software and technology – specifically regarding back, mid office and GDS (Sabre). Strong ability with Microsoft Office tools, including Word, Excel, PowerPoint and Project.

Language Skills:

Ability to communicate in standard business English both written and spoken. Ability to read and comprehend simple instructions, correspondence, and memos. Ability to effectively present information in one-on-one, small group situations to customer, clients, and other employees of the organization.

Physical and Mental Demands:

The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires an adequate range of body motion and mobility to enable the individual to perform the essential functions of the job.

• Requires ability to remain in a stationary position for prolonged periods of time throughout the workday.

• Requires ability to move about to access file cabinets, office equipment, etc.

• Requires ability to operate a computer, telecommunication devices and other office equipment for prolonged periods of time throughout the work day.

• Requires ability to express or exchange ideas by means of the spoken word. Talking is important for those activities in which the employee must impart oral information to other employees, clients and customers, in person or via telephone, and in those activities in which they must convey detailed or important spoken instructions and information to others accurately, clearly and quickly.

• Requires the ability to perceive the nature of sounds. Hearing is important for those activities that require ability to receive detailed information through oral communication, in person or via telephone, and to make fine discriminations in sound.

• Requires clarity of near vision. This factor is important when special and or minute accuracy is demanded and defective near acuity would adversely affect job performance and/or safety of self and others.

• Requires the ability to work and cooperate with other employees and clients at all levels and from diverse backgrounds to exchange ideas, information and opinions to facilitate the task at hand.

Travel (for positions requiring travel):

• Requires ability to travel by car, plane and train for prolonged periods of time domestically and internationally and to move and transport personal luggage.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a hybrid remote / office environment.