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

Position:                      Online Booking Tool (Concur) Support Specialist

Department:                Business Travel

Location:                      La Jolla, CA or Virtual

General Function/Job Purpose:

Support clients’ use of online booking tools (OBT), such as Concur, Deem and Certify, by maintaining queues, performing exchanges, and ensuring the fulfillment of all tickets booked on the OBT. In other words, be a super hero to our travelers and our team by making sure everyone’s online reservations are properly fulfilled!


  • 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.

  • Handling airline exchanges for travelers.

  • Assisting travelers with OBT challenges when attempting to book travel.

  • Researching and solving client concerns including itinerary, profile, policy, payment, and billing concerns.

  • Assisting with new account implementations.

  • 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.


  • 5+ years corporate travel consultant/agent experience.

  • EXCEPTIONAL customer service skills.

  • Expert 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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