Afterhours Ticketing Coordinator

Job Description :

The Afterhours Ticketing Coordinator is accountable for managing queues, issuing tickets for the after-hours team, managing online reject queues and setting up IROP and exchanges to assist teammates.
The after-hours desk is open, 7 days a week, 365 days a year. We are hiring for a nights/weekend shift. We are open to 4×10 or 8×5 schedules, dependent on desire and a win/win schedule for you and the team. Position requires some schedule flexibility as occasional, temporary shift changes may be necessary for staffing reasons. Candidates receive top hourly wages; pay differential for our evening, overnight and weekend shifts ranges from 10 – 15% (contingent upon shift) or 50% shift differential for double weekend hours.

Duties & Responsibilities:

  • Responsible for Ticketing support to the Operations team and Online rejects
  • Manual issuance of Tickets
  • Identifying and correcting errors/failures from automation
  • Processing refunds
  • Processing Exchanges
  • Contacting Clients via email to resolve any issues related to payments
  • Managing queues (schedule changes, reissues, manual issues) & Mail
    • Verifying calculations on exchange files
    • Set up IROP for automated exchange tool
    • Issuing all files by EOD to meet our SLA’s
  • Schedule Changes and Upgrades
    • Handle files in the Schedule change queue (i.e., minimum connection time, removing UN/UC segments and generating emails to the clients)
    • Process Upgrade PNRs on queue
  • Supporting mailboxes to ensure everything is addressed in a timely manner.
    • Alerts for missed ticketing
    • Answer questions directed to shared mailbox
    • Action support ticket requests
  • Manage Queues for online rejects

Minimum Qualifications:

  • Efficiency/knowledge in exchange processing
  • Counselor skills / experience required
  • Superior customer service skills
  • Highly detailed and organized
  • Flexible to work schedule- working nights and weekends
  • Ability to work independently, be self-motivated and take initiative
  • Ability to find creative work-around for unusual situations
  • Ability to work and negotiate with airline partners to ensure customers enjoys a seamless travel experience.
  • Strong Sabre Skills

United States - Virtual Location

American Global Business

Follo Us :

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