Sr. Ticketing Agent

Job Summary:Ensures that established performance metrics and service levels are met. Support Nexion objectives for agent satisfaction, retention and account profitability objectives as measured by key performance indicators and department goals. This position is partially remote.
Essential Duties and Responsibilities:
Ticketing Functions• Perform day-to-day ticketing functions in 3 GDS' working from emails, queues and phone calls supporting Nexion customers for both general ticketing and group ticketing.• Perform to an accuracy of 99% or higher when ticketing transactions.• Maintain quality in complex exchanges, voids and refunds in 3 GDS'• Handles exception ticketing, customer calls, queue management and emails in a call center environment• Ability to work a varied schedule including Weekends and Holidays.• Good skills balancing cash sales when dealing with group ticketing.• Ability to keep good records and files to ensure mandated ticketing dates.• Building Relationships with internal and external customers• Build relationships with external clients by participating in discussions and proactively suggesting solutions for the resolution of client issues as needed• Managing group air bookings with stellar accuracy• Encourage a cooperative and harmonious working climate conducive to maximum employee morale and productivity
Productivity & Efficiency• Makes suggestions for best methods and implementation for reducing cost, increasing revenue opportunities, and improving overall profitability across the production area of the company.• Identify and implement opportunities to increase automated quality control processes to enable auto-ticketing and reduce exposure to fraud• Ability to complete group ticketing in a timely manner to ensure the validity of fares.Quality Standards• Responsible for supporting the operational recommendations to achieve customer service & call quality measurements.
Business & Operational Acumen• Performs other duties and responsibilities as required, assigned or requested, including special projects
Education, Knowledge and Skills:• Strong knowledge and experience in operational procedures and metrics as well as an understanding of customer service relationships• Proficient in ticketing in at least one GDS system with the ability to learn all other GDS'• Positive attitude with a drive for personal and business success.• Understanding of airline group policies and procedures.• Good business verbal, presentation, and written communication skills.• Experience in customer service and operational standards• Minimum 5 years multi-GDS ticketing experience• Understanding of the travel agency business.• Remain calm and steady under pressure.• Ability to handle multiple transactions simultaneously.• Excellent customer service skills