Job description

Position: Fulfillment Travel Reservation Agent

Department: Individual Award Operations

Company Description

HMI Performance Incentives is a leading full-service performance improvement company focusing on channel loyalty initiatives, sales/customer incentives, employee recognition programs and group travel. Since 1980, HMI has combined powerhouse solutions with personal service to develop successful incentive strategies for companies that increase sales, market share, loyalty and profits. Based in Norwood, MA HMI provides client services in over eighty countries worldwide.

Overview

We are looking for a customer service leader with travel reservation experience who has best in class customer experience standards and will function as a key influencer on the HMI customer experience.

Job Description

Fulfillment Travel Reservation Agent will create and promote a positive, lasting first impression to all guests and provide accurate information for all queries. The Fulfillment Travel Reservation Agent ensures that he/she is promoting quality and service to our customers as well as efficiency and professionalism. Fulfillment Travel Reservation Agent will specifically be responsible for performing the following tasks to the highest standards:

• Assist in the day-to-day operations of the Reservations Department
• Mentor all reservation associates and help them with any questions they may have. Be a positive role model.
• Create the highest satisfaction possible by ensuring prompt, friendly, quality, and knowledgeable service when speaking and providing services to our customers.
• Always be available to answer questions, provide training, give assistance, and monitor staff performance.
• Display a calm and attentive approach in solving problems and overseeing tricky situations, collecting information and sincerely helping to resolve them.
• Understand, investigate, and solve any complex customer requests or complaints, particularly when multiple departments or teams are required.
• Maintain a balance between HMI policy and participant benefit in decision making. Handle issues in the best interest of both participant, Client and HMI.
• Determine, communicate, and monitor personal and department achievements and performance standards daily.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
• Become a subject matter expert in Company’s Award product offering.
• Project/Initiative support as needed by various management teams.
• Assist in developing and implementing training methods and procedures.
• Seek and develop new concepts, and ideas, as well as specials and incentives.

Essential Functions:

• Knowledge of domestic and international travel
• Maintains knowledge of airline rules and regulations, and all travel policies and procedures
• In-depth knowledge of SABRE, ARC & TRAMS Back-office tools
• Basic knowledge of online booking tools to assist customer questions/concerns
• PNR accuracy
• The ability to be highly productive in a self-directed work environment
• Must be self -motivated and demonstrate initiative
• The ability to use the Internet effectively
• Provides excellent customer service to all internal and external clients

Job Requirements

• Minimum 5 years travel experience
• Current SABRE GDS experience
• Superior customer service skills
• Extreme accuracy and quality throughout the reservation process
• Excellent written and verbal communication skills
• Good people skills necessary
• Strong collaborator, flexible and able to work well with others under pressure
• Ability to respond positively to the needs of a demanding customers
• Successful candidate must also be highly organized, be able to multi-task and have strong critical thinking skills
• High School diploma and at least (5) five years of experience in a customer service support role (college education is a plus)

Job Type: Part-time

Pay: $15.00 - $25.00 per hour

Schedule:

• Day shift

Work Location: Hybrid remote in Norwood, MA 02062

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