**Where will** *** **your** *** **career take you?** **We're not just any travel management company.** **We help clients** **_travel smart_** **and** **_achieve_** *** **_more._** **Travel Consultant II** **Job Summary**: The travel consultant is the primary point of contact for the customer and provides active travel consultation towards the business customers, including providing travel details and up-selling of related product. This position demonstrates a strong understanding and applicability of all areas of responsibility. Works independently on requests. Provides assistance to team members as requested. **Job Duties and Responsibilities**: **Handle Incoming Requests** - Consistently chooses the correct BCD Travel tools and systems to complete requests - Search and confirm travel reservations for the customer - Understands and accurately applies client travel policy and requirements to each interaction - Provide travel offers and general travel advice to travelers - Responds to requests accurately and completely - Understands and accurately applies travel supplier rules - Maintains current knowledge of the state of the various travel industries supported - Provides the customer with the required industry information, such as low fares, exchange costs and penalties - Can fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.) - Supports BCD Travel and client driven initiatives **Problem Solving** - Appropriately responds and resolves customers inquiries - Performs follow-up as needed and within the time frame promised to the customer - Seeks assistance from others for the resolution as appropriate - Accurately processes the complaint (BCD Travel systems and processes and procedures) - Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity - Often uses statements to the customer to validate a clear understanding of the customer's needs - Focuses on the resolution versus the cause of the problem - Provides feedback to management to avoid future customer issues when solicited **Quality** - Consistently meets and sometimes exceeds individual and team goals - Effectively uses the telephone systems - Completes reservations with a few errors - Adheres to BCD Travel policies and procedures to maintain quality control - Provides the customer a full recap of the confirmed itinerary **Service Excellence** - Responds to the customer promptly - Provides the customer his/her undivided attention - Listens and captures information from the customer - Responds appropriately - Asks questions targeted to encourage complete responses - Creates rapport with the customer - Matches the customer's tone and pace - Keeps the interaction moving forward - Offers suggestions to the customer and anticipates needs - Is mindful of the client service level agreement in all transactions **Teamwork** - Provides constructive feedback on daily operational processes and commercial relationship with customer when appropriate - Completes tasks as assigned - Willingly offers assistance to team members within and across teams **Communication** - Uses positive language and word choices to avoid negative customer reactions - Matches the customer's tone and pace - Applies proper BCD Travel communication guidelines and standards (clear, concise and personal) to interactions - Uses correct grammar in interactions **Required Qualifications**: - Minimum of 3 years' experience in the travel industry - Solid working knowledge of the travel industry, policies, procedures and processes - Knowledgeable of travel industry systems (i.e. GDS) - Strong verbal and written communication skills in designated languages - Proven ability to handle multiple priorities simultaneously - Ability to work flexible hours - Ability to work independently, exercising discretion and judgment - Demonstrated professional customer service skills **Preferred Qualifications**: - Bachelor degree preferred - Demonstrated internet research skills for customer information - Degree in tourism-related field - Strong problem solving and/or critical thinking skills