[Remote] Concierge & Reservations Systems Specialist

Note: The job is a remote job and is open to candidates in USA. Aero is redefining air travel with a modern approach, focusing on exceptional journeys for their guests. The Concierge and Reservations Systems Specialist will serve as the primary subject matter expert for Sabre, ensuring technical integrity of bookings while providing high-touch service to guests and coordinating closely with the operations team.

Responsibilities

• Serve as the internal subject matter expert for Sabre, acting as the first point of contact for the Concierge team to troubleshoot GDS errors, complex PNR issues, and ticketing discrepancies
• Become a Darwin expert and a liaison for the Commercial Systems team (including understanding of fare construction principles, calculating exchanges and refunds through fare comparisons and penalty applications, UAT testing, and ensuring the integrity of Guest Experience processes whilst being a first point of escalation for the Concierge team
• Partner with the Commercial team to proactively monitor and clear GDS queues to manage ticketing time limits, handle schedule changes, and ensure guest itineraries are synchronized and accurate
• Execute manual and automated reissues, voids, and refunds, ensuring 100% accuracy in fare construction and tax calculation
• Contribute to customer satisfaction score (NPS) by providing superior, personalized service to our guests and prospective guests via phone, email, and chat and ensuring all open tickets are resolved promptly and concisely
• Understand the specific context and desires of prospective guests to tailor the features and benefits of the Aero experience to their needs and drive trip booking conversion
• Proactively coordinate and organize all communication regarding flight management details, including itinerary changes, transportation arrangements, and other special requests
• Coordinate closely with the Operations team to communicate any changes that may occur with the flight schedule, weather, aircraft, any IROPS (irregular operations), and certain accommodations to meet the needs for our guests
• Effectively communicate and escalate operational and experience issues
• Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, flight schedules, guest procedures, and technology systems
• Complete side work and daily tasks as directed by leadership and as requested by other departments
• Develop internal knowledge guides and conduct GDS training sessions for the Concierge team
• Identify areas of opportunity for new processes and systems that better support our operation and guest experience; be proactive and generous with your ideas and experiments
• Collaborate with the Business Development team to support travel agencies and act as a main point of contact for Sabre subscribers, ensuring accurate application and interpretation of our fare rules by providing guidance on fares, ancillary offerings, and penalty terms
• Stay up-to-date with and knowledgeable about all company and FAA policies and procedures and ensure all activities remain in accordance with the Concierge Playbook and TSA security requirements

Skills

• Minimum 1-2 years of hands-on experience in a Global Distribution System (Sabre highly preferred). Must be proficient in native GDS commands
• Demonstrated ability to perform complex pricing and ticket exchanges
• Ability to work remotely
• Must have experience with email services and proficiency using customer service tools (experience with Zendesk and/or Salesforce is a plus)
• Flexibility to work weekends and shifts that reflect Pacific Standard Time (PST), where our main hub is located
• Prior experience in a 'Help Desk' capacity within a travel agency or airline environment is strongly preferred

Benefits

• Medical
• Dental
• Vision
• Life
• Disability
• 401k
• Dependent care FSA
• Health FSA

Company Overview