Airline Support Specialist

**Who We Are**

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our customers a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology and solutions to our clients then API may be a great fit for you

**Summary**:
The **Airline Support Specialist **supports our airline partner onsite at their office location at Roissy/Charles de Gaulle. In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers.

**Essential Functions**: _Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._

The Airline Support Specialist provides total customer service including and not limited to the following:

- Provides support, guidance and training working as the on-site liaison with the airline partner.
- Processes client requests received from the airline (at Roissy / Charles de Gaulle) as well as other API clients) through the API Operations system. Assesses all customer needs. Responds in a prompt, well-informed, accurate and professional manner.
- Follows-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
- Alerts supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
- Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
- Resolves client disagreements in a calm and professional manner. Researches and presents solutions to satisfy client needs based on facts.
- Adapts to the situation at hand e.g. Irregular Operations (IROPS) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules. Must be on official “On Call Roster” when needed outside of regular working hours.
- Maintains knowledge of API’s call center work methodology and reservation systems that best serve API’s clients in the most efficient and professional manner.
- Must achieve passing score in initial API Operations Agent Training and maintain through annual recurring training classes. Passing scores are required to certify training completion.

**Competencies**
- **Knowledge of airline crew scheduling experience a plus.**:

- Prior experience with Global Distribution Systems (GDS), hotel reservation systems, airline reservation systems and/or related functions **_preferred but not required._**:

- Excellent Interpersonal skills.
- Client focused communication skills via telephone and in person.
- Excellent writing skills.
- Excellent computer skills.
- Ability to work effectively in a fast paced, dynamic work environment.
- Strong prioritization skills.
- Detail oriented with great organizational skills.
- Must demonstrate flexibility to work varying work schedule including weekends and holidays.
- Able to work overtime if needed
- Fluency in English and French required.

**Position Type and Expected Hours of Work**
This is a full-time position. Varying work schedule, including weekends may be required.

**Required Education and Experience**
- Ability to positively present API in customer facing situations.
- Customer service background is a plus.
- Airline/Hotel/Travel experience is a plus.

**AAP/EEO Statement**

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

**Other Duties**

Duties, responsibilities and activities may change at any time according to business needs.

**Language**:

- French & English (required)