Online Booking Tool (Concur) Support Agent • Business Travel Division

Job Summary:

Support clients’ use of online booking tools (OBT), such as Concur and Deem, by answering frequently asked questions, troubleshooting real-time challenges, maintaining queues and managing support cases with vendors. In other words, be a super hero to any traveler or administrator in need of online booking tool help!

Essential Duties and Responsibilities Include:

  • Assisting travelers with OBT challenges when attempting to book travel.
  • Researching and solving client concerns including itinerary, profile, policy, payment, and billing concerns.
  • Handling exchanges on Southwest for travelers.
  • Assisting with new account implementations.
  • Daily monitoring, sorting and working of queues to maintain quality control.
  • Assisting with various special projects, whether OBT or Sabre-related.
  • Manually booking air, hotel, rail, car and other transportation reservations when OBTs fail.
  • Setting exemplary client relations standards by maintaining prompt response times and always communicating professionally and courteously.
  • Keeping abreast of airline and OBT rules, regulations and current affairs and communicating relevant changes accordingly.
  • Meeting service level goals related to phone and email etiquette, quality, and productivity.
  • Maintaining client profiles as necessary (including updates to TSA and reward program information).
  • Participating in team conference calls and meetings as scheduled.


  • 3+ years corporate travel consultant/agent experience.
  • EXCEPTIONAL customer service skills.
  • Proficiency with Sabre GDS.
  • Experience supporting OBTs, including Concur.
  • Knowledge of ticketing procedures for airline, hotel and car rental systems.
  • General Internet research skills and familiarity with Microsoft Office suite (Word, Excel, Outlook).
  • Excellent command of written and spoken English.
  • Ability to work independently, exercising discretion and judgment.
  • Ability to manage multiple tasks and changing priorities.
  • Ability to maintain work volume and quality consistent with peers.
  • Ability to work under the stress of and meet productivity standards and deadlines.
  • Ability to work independently in the absence of supervision.
  • Open-mindedness, flexibility and a team-oriented attitude in welcoming additional duties and responsibilities not specifically outlined herein, as requested.

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