Travel Experience Counselor III

CWTSatoTravel is the largest travel service provider to the world’s most important customer- the U.S. military and government. We have offices in the United States and Guam, Belgium, Germany, Italy, Japan, the Netherlands, the United Kingdom, the Spain and the Azores. We are a division of CWT. We have a proud 72 plus year history in servicing the US military and are always looking for a new talent to help us grow as a team. We encourage you to check out our career opportunities and start your journey with CWTSatoTravel today.

Position overview

CWTSatoTravel is seeking an experienced and talented Travel Experience Counselor III.

As a Travel Experience Counselor III, your mission will be to “Deliver the Perfect Trip” in order to sustain optimum results for our clients and for CWTSatoTravel.

Position Description

• Used specialized expertise to provide consultative customer support services to clients via multiple channels
• Creates and completes travel arrangements (car, hotel, air, rail) for complex accounts
• Expert at selling products that are of commercial value to
• CWT and contribute to CWT’s profitability; sells “add on” attachments (hotel, other); upsells targeted areas of travel
• Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation
• May coordinate and review the day-to-day work of others, but does not have formal supervisory responsibilities
• May function as a SME with specific client knowledge and/or serve as the customer point of contact in small implant/explants
• May manage first level customer complaints/escalation
• Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares and potentially VIP service
• May assist other team members in resolving problems
• Assignments include both routine and non-routine work

Position Requirements

Experience & education:

• Excellent verbal and written communication skills
• Excellent travel industry knowledge
• Expert in GDS and other booking tools used by CWT
• Has specialist skillset and/or subject matter expertise
• High School diploma
• 5+ years of experience working in a customer service environment that includes 3+ years as a business travel counselor

Because this position is directly with our Federal Government client, the government requires that the successful candidate be a US Citizen. Authorization to work in the US is not sufficient for this position. Additionally, you will be subject to a company and government background investigation including a criminal history review.

To the extent, this position enables access to traveler personal identifiable information (PII) as defined by the U.S. Government or vital trust data as defined by CWT, then the individual is required to adhere to all government required and/or company mandated information security policies and regulations. The individual is also required to take all information security and Privacy Act training required by the Government and/or company. The individual is required to safeguard any such information and in the event of any improper disclosure to company officials in accordance with applicable information security policies or regulations.

CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.