CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected - anywhere, anytime, anyhow - and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.

Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.

In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience - delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company and we will get there by moving forward together.

Position Overview

Traveler Experience (TX) is seeking an Entertainment Lead Travel Experience Counselor III

Position Overview

• Traveler Experience (TX) is seeking a positive, energetic, highly skilled, customer-focused, Senior-level Travel Lead Travel counselor to join our dedicated Entertainment client team Lead entertainment travel counselor for the global hub. This team provides end-to-end, full-scope travel services for the highest-level travelers of our dedicated client account in the Entertainment, News/Media, and Sports professions. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand, and organized with excellent follow-through.
• The Lead Travel counselor will be supporting a global account, including booking for travelers in multiple countries, 24x7x365.
• Evening shift

Position Description

• Entertainment Workforce Coordination

o Monitors all entertainment work teams within the global hub to have a clear line of site-to-workload across US Film Production, US Publicity, US TV Production, and UK Film Production (peaks and valleys - production surges, etc.) and makes daily adjustments to resource focus to meet current demand as well as plans for coming demand (ex. production crew will be traveling this weekend, or wrapping soon)

o Assists Travel Counselors on a real-time basis with questions related to client and production-specific policies, standards in creating bookings, and questions related to the use of various technical tools

o Monitors call and email queues to ensure timely servicing of inbound contacts; participates in "MOD" real-time rotation when required

o Supports groups as needed with assigning work when large lists come in (aka meetings, large crew movements)

• Production, Award Shows, Meetings Setup

o Creates production cheat sheets, and ensures documentation on Paramount Academy is current

o Back up for production intake and creating stars, email box setups, etc.

o Communicates new setup to entire 24x7 entertainment team and ensures all are equipped to manage

o Keeps Production Matrix up to date

• Client Facing

o Supports client entertainment requests (aka Karen Dunfee and team) as the first point of contact (escalate to team leader or assign to team member as appropriate)

o Attends production weekly calls and shares information with the entertainment team as well as leadership

o Build solid relationships with client partners and key production coordinators where required

• Training

o Schedules and provides hands-on training for new productions or processes and/or new counselors

• Hands on Entertainment Servicing (working inbound contacts)

o Creates and accurately completes complex entertainment travel requests (air, meet greet, baggage, lounge, car, hotel, rail) for Paramount Global travelers (US and UK Film/TV Production, Sports, and Publicity)

o Acts as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation - The entertainment client sector requires a high level of creativity and booking in obscure production locations at times

o Handles special requests common to the entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)

o Use available online resources to ensure compliance with clients' travel policy (approval processes, a form of payment, etc.)

o Resolves complex problems/on-trip escalations including non-standard and multi-destinations, ticket exchanges, and complex fares for all traveler types and destinations globally

o Interacts with travelers, travel arrangers, and travel managers with highest level of quality and professionalism

• General Lead Duties

o Provides 1st level of support for agent questions

o Assists Team Leader with monitoring customer service and technical skills of counselors and provides immediate feedback

o Communicates new information to ensure consistent procedures are followed

o Provides feedback via one-on-one and mini-coaching sessions to counselors as needed

o Maintains appropriate level of confidentiality for information shared/observed by position

o Attends staff and training meetings for ongoing updates in the travel industry and office procedures

o Monitors calls/emails for counselor quality and provides feedback

o Keeps leaders informed of any concerns/potential risks to customers or counselors and partners on solutions (dissatisfaction, frustration, or confusion, etc.)

o Provides proactive suggestions to improve/streamline processes that will benefit counselor and / or client experience.

o Maintains a favorable working relationship with all other company employees and third-party vendors to foster and promote a cooperative and harmonious working climate

• Performs other duties as assigned

#LI-REMOTE

Position Requirements

Experience

• High School diploma
• 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor.
• VIP, Specialty, Entertainment/Production/Publicity, News, and Sports experience highly desired.

Knowledge, skills, and abilities

• Strong verbal and written communication skills
• Strong attention to detail
• Great active listening and information-gathering skills.
• Proactive consultant - solutions-oriented and accountable with a high focus on customer service.
• Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, Relocation Recruit and/or other specialty travel.
• Excellent working knowledge of the travel industry, and application of client travel policies, procedures, and processes (including complex international reservations, pricing rules, procedures, and changes).
• Proficiency with fare calculations, pricing, processing tickets, refunds, and exchanges
• Must be proficient in research determining root cause analysis.
• Possesses the ability to thrive as a positive contributor in a high-touch, complex interaction environment.
• Must be a "Team Player" and work cohesively with others internally and externally.
• Highly skilled in Sabre GDS, Power Turbo
• Able to efficiently use current technology and easily adapt to changes in technology as they come. Must be able to thrive in an ever-changing technical environment.
• Microsoft Outlook, Word, and Excel

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.

CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email toTalentAcquisitonAmericas@mycwt.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.