Airport Butler is currently seeking new or experienced reservation specialists to join our Guest Experience Center (GEC) team. The ideal candidate will have a strong customer service background, superb phone skills, great attention to detail, the ability to multi-task, and is self-motivated. This is a unique opportunity to work from home!
The GEC team communicates with our clients, third-party bookers, and concierge agents via phone, email, and text message to book and coordinate meet and greet service requests at airports across the United States and Canada. They also act as an internal support team for our concierge team members.
This is a part-time role, with the potential to move into a full-time role as business demands grow. Current hours of operation for GEC are Monday – Friday 7:00 am – 7:00 pm CST, and Saturday and Sunday 9:00 am – 5:00 pm CST. This position will fill approximately 25-30 hours weekly with schedule flexing to accommodate hours as needed. Some weekends may be required.
Responsibilities Include:
Answer busy incoming phone calls, emails, and text messages in a professional and timely manner
Coordinate details of new and existing service reservations
Be the expert on Airport Butler products, services, and pricing
Accurately book reservations and ensure all service details are collected
Update reservations with changes and additions as needed
Assess what service details are missing and reach out to clients to collect as needed
Assign services to concierge and ensure all details are organized and sent prior to service
Send daily reminders of upcoming services via email and text to clients and concierge
Accurately track payroll hours of concierge agents across multiple airports in U.S.
Regularly collaborate with Airport Butler leadership
Create and interpret in-depth pass down notes from shift to shift
Track service assignments and cancellations on shared documents, notify agents accordingly
Act as the main contact for concierge agents and clients – answer questions and/or concerns
Exhibit utmost confidentiality with clients and client information
Accept and accurately process credit card payments and invoices for services rendered
Provide excellent customer service to clients and concierge agents
Required Qualifications and Skills:
Must be at least 21 years of age and possess a High School Diploma/GED equivalent
Minimum of one (1) year of experience in customer service or call center environment
Exceptional organizational skills with the ability to multi-task
Professional verbal, and written communication skills using appropriate grammar, terminology, tone, cadence, and pronunciation
Exceptional listening skills with the ability to quickly identify issues and proactively solve problems
Proficient with Microsoft SharePoint, Excel, Outlook, and Word
Tech-savvy and comfortable with navigating web-based reservation programs, helpdesk software, internet searches, airline websites/apps, SMS messaging, and smartphone apps
Dependable and flexible with work schedule
Proven ability to work independently with minimal supervision in a fast-paced environment
A passionate approach to customer service, positive attitude, and strong work ethic
Must be able to work various shifts including irregular shifts, holidays, and weekends
Must own smartphone with a mobile operating system of (Android) 5+ or (Apple) 11+, and be willing to download apps required by ATS/Airport Butler– a partial reimbursement of service plan will be paid monthly
Be able to pass a drug screen and criminal and employment background check
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
Preferred Qualifications and Skills:
Multi-lingual
High level of cultural awareness
Knowledge of or experience in the airport/airline industry
Experience working in a remote environment
Knowledge of Freshworks Help Desk, or similar customer helpdesk support software
About Airport Butler:
Airport Butler is a premier airport concierge brand providing meet and greet services to customers in approximately 25 airports in the United States and Canada. The offering is independent of airlines and customized for any client, regardless of traveling class, who wants to experience personalized service and extra care when arriving, departing, or connecting through an airport.
Our clients are primarily made up of executives, inexperienced travelers, families, senior citizens, celebrities, and small group travel. These services are coordinated and purchased directly by our end user via website or reservation center, or through a third party such as a credit card company, travel agency, or production company.
Airport Butler is owned and operated by Airport Terminal Services. Learn more about ATS at www.ATSSTL.com.
M/F Disabled and Vet EEO/AA Employer
Airport Butler is a brand of Airport Terminal Services, Inc