Defense & Government Travel Consultant II (experienced)

Do you love to help people, like to solve problems, and enjoy working in a dynamic environment? If the answer is "yes", we should talk. Many of the world's best known and biggest companies and governments around the globe rely on CWT to keep their people connected – anywhere, anytime, anyhow – by providing an efficient, safe and secure business travel experience. Be at the heart of our business. As a travel counselor, you will provide outstanding customer service to defense & government travelers before, during and after their business trips. Through our winning combination of outstanding people and innovative technology, we're focused on ensuring that the travel experience of our customers is unforgettable from start to finish, for all the right reasons. And as part of the Traveler Experience Defense & Government organization, you'll be at the forefront of providing that exceptional experience. Beyond making bookings, you'll play a key role in delivering a safe and enjoyable journey to our clients' traveling employees. On a day-to-day basis, you will: · Travel Reservation and Fulfillment Agent o Creates and completes travel arrangements (car, hotel, air, rail) for both domestic and international travel received via phone call, queue placement, or email for moderately complex accounts o Ensures reservations for multiple clients are built according to each account's client standards and preferences o Acts as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation o Resolves moderately complex problems with potentially non-standard and multi-destinations, ticket exchanges, and complex fares o Review unused airline ticket records and accurately calculate full and partial refunds according to airline tariff rules o Provides transaction processing services in order to fulfill bookings, issue tickets/vouchers and invoices o Process AQUA/local system rejects and vendor messages, manual ticketing and fulfillment, queue management, queue teams, quality control, ticket issuance (i.e., exchange desk), and post-booking actions o Escalates more complex problems to more experienced staff o Assignments include both routine and non-routine work · Other Duties o Works in a hybrid role/environment, taking phone calls with our Emergency Services Center and working off-phone tasks within the Centralized Fulfillment Team based on business priority. Work focus (phones/non-phone) can change throughout the shift as needed. o May perform other duties as back up to understaffed areas of the department as assigned o May be required to assist with department-related projects and implementations (clean-up, startup, closeout, etc.) o Work as part of a team covering a 24/7 environment (shifts can change/rotate) in a shift that will include weekend days and holidays.

CWT is a global leader specializing in seamless travel management services to our U.S. federal clients. We employ a team of more than 900 associates throughout 187 locations in 14 countries and U.S. territories. Though our offices are spread across the world, we are a tight-knit group with access to resources and innovations that enable us to deliver the best services in the industry.