FCM - Online Corporate Travel Booking Tool Specialist - Remote, US

Online Customer Support Corporate Travel Consultant

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses.

Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.

To learn more about FCM please click HERE

About the Opportunity

We're seeking a talented Online Corporate Travel Booking Tool Specialist with a passion for nurturing client relationships and delivering top-notch online travel support services, to be an integral part of our Online Customer Care (OCC) team.

As one of our Online Corporate Travel Booking Tool Specialists, you will handle everything from air, car, rail, and ground transportation bookings to ticketing, changes, and exchange management, all while playing a crucial role in helping our valued clients achieve their online travel program objectives. Your expertise and dedication will ensure seamless travel arrangements and a stress-free experience for our customers. We believe in investing in our team members from day one, and that's why we offer an exclusive three-week (paid) training program that will boost your knowledge, train you on contract airfares and sharpen your Sabre skills.

As part of our team, you'll study corporate travel policies and build strong relationships with clients to meet their travel needs with care and precision. This is more than just a job—it's a chance to make a real impact. You'll deliver exceptional service, ensuring our business travelers feel confident and supported by a team they trust. You'll be the face of our Corporate Travel professionals, providing personalized attention to each traveler.

Our business hours are 8:00 AM to 8:00 PM EST Monday – Friday 

A typical schedule will include a 40-hour work week with five 8-hour shifts. Be prepared to work an evening shift until 8:00 PM once or twice a week. 

Key Responsibilities

• Serve as the initial point of contact for travelers using the online booking tool and travel portal, providing first-level support via email and phone.
• Deliver technical guidance on navigation and troubleshoot issues using Sabre GDS, Concur, Deem, or other booking systems.
• Manage ticketing, rerouting, exchanges, Phase IVs, and complex multi-segment international and domestic fares efficiently.
• Maintain compliance with airline rules, tariffs, fare requirements, and service level agreements to ensure accurate travel arrangements.
• Collaborate seamlessly with colleagues and travel managers to execute all client service functions while ensuring alignment and cohesion within the team.
• Stay informed about travel documents, health requirements, and airline regulations, communicating necessary details to clients.
• Demonstrate a proactive, solutions-oriented approach to handling travel challenges and resolving issues quickly.
• Handle quality control processes, ensuring the accuracy and compliance of travel bookings and maintaining thorough documentation of Passenger Name Records (PNRs).
• Maintain a professional demeanor while engaging with clients, ensuring their needs are understood and exceeded with exceptional customer service.
• Foster clear communication within the team and with clients, building strong relationships and providing personalized travel solutions.
• Prioritize workload effectively, managing queues and meeting deadlines to deliver results that meet performance targets.

Experience & Qualifications

• At least 2+ years of recent experience in corporate travel management, understanding the specific needs of business travelers.
• At least 2+ years of in-depth familiarity with Sabre GDS for fare calculations, itinerary management, and ticketing.
• Technologically savvy, proficient in using various communication tools and travel booking systems such as Concur & Deem.
• Strong knowledge of global geography and international travel destinations to offer accurate advice and create optimal itineraries.
• Proficiency in ticketing procedures, scripting for reservations, manage queues and incoming requests from clients, along with complex itinerary changes and exchanges for both international and domestic travel.
• Proven ability to manage complex fares, PNRs, and itinerary changes with attention to detail and efficiency.
• Ability to quickly adapt to technological advancements and demonstrate a results-driven mindset with a strong commitment to client satisfaction.
• A proactive approach to addressing challenges and finding creative solutions.
• A results-driven mindset with a strong commitment on meeting and exceeding performance targets and goals, ensuring client satisfaction and business success.

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion
•      Diversity Day: paid leave to observe holiday or cultural celebration of your choice 
•      Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
•      DEI education
•      Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through volunteering and fundraising.
•      Office Environmental Program
•      Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
•      1 Volunteer Day per Calendar Year

Benefits Include:

• Paid Time Off *
•      Up to 15 Vacation Days accrued per year - prorated upon hire and increased by tenure after 2 years of employment (up to 25 days)
•      5 Sick Days accrued per year
•      3 Personal Days
•      1 Diversity Day
•      1 Volunteer Day
•      8 Recognized Holidays
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Health benefits including, medical, dental, vision, gender affirming care, and fertility care
• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
• Flexible Spending Accounts
• Employee Assistance Program
• 401k program with partial match
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.

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Location – Remote, US

If this sounds like the opportunity you have been waiting for then APPLY NOW.

For this position, we anticipate offering an hourly pay rate of $28.85. Hourly rate is dependent on relevant factors, including experience, geographic location, and job requirements.

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

Our number one philosophy? Our people. Flight Center Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com