Customer Service Coordinator

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). 

Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. 

We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour. 

The customer service coordinator will be responsible for researching and closure of debit memos, handling customer inquiries and complaints, resolving client issues with vendors and ensuring customer satisfaction. This individual will provide analysis on debit memo trends and make recommendations for training and process improvements based on identified trends, as well as work with the Service Delivery leaders to ensure issues are closed in a timely manner.

Customer Service 

• Communicate directly with operations managers or other designated contacts in regard to research and outcomes.
• Liaise with vendor when required.
• Provide monthly reporting for debit memos, including tracking of payout amounts.
• Provide analysis and trending in regard to debit memo root cause.
• Provide recommendations for training and or process improvement based on analysis.
• Meet with Service Delivery Director to review trends and open cases.

• 5+ years’ experience in the travel industry (strong knowledge of WS/Sabre GDS is required)
• Excellent written and verbal skills
• Excellent customer service skills
• Strong attention to detail
• Strong Microsoft office skills (word, excel)

 Leadership Abilities:

• Has strong understanding of own skill set and development opportunities
• Demonstrates exceptional team work 
  • Proactively offers support when ability matches need
  • Acts as a leader among peers
  • Thanks peers for support they have provided
• Consistently demonstrates master of the guiding principles in daily work habits
• Ability to provide constructive feedback to agents, peers and leaders when appropriate
• Ability to handle very difficult situations
  • May seek minimal guidance, but generally has solution at hand
  • Thinks creatively to find best/appropriate solution to difficult problems
  • Able to support peers in decision making
  • Knows when to escalate to a leader
• Strong understanding of key ALTOUR initiatives and employs strong change management skills consistently

PAY AND BENEFITS

Our benefit offerings include healthcare, dental care, health Assured (EAP), life insurance and Perkbox.  

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.  Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  The salary range posted represents the pay range for U.S. candidates.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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