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Job Details


Company The Mark Travel Corporation
Requisition Number 17-0122
Post Date 5/17/2017
Title Customer Care Lead - Airline Systems Coordinator
City Milwaukee
State WI
Description

Have you ever wondered what it would feel like to be a part of an entrepreneurial company where your unique abilities are celebrated, you increase your creative energy and your role adds value every day? Sound impossible? It’s not.

La Macchia Enterprises (LME) has a unique story of being family-owned for over 40 years. We turn vacation dreams into long-lasting memories by focusing on our customers’ End-to-End Experience at every touch point. Our 1,000+ team members embody our core values, making us a global leader in leisure travel and technology. Our team is the reason we’ve earned a spot on the Top Workplaces list for multiple years.

Now it’s your turn to enhance your career. Grow and learn with us as a Customer Care Lead – Airline Systems Coordinator, for The Mark Travel Corporation, a division of LME. You will be assisting Air Team Operations Manager to coach, develop and assist Manager with maintaining a cohesive professional team.  You will ensure contacts by phone and email are answered efficiently and within department goals of maximizing revenue and exceeding our customer’s expectations. In this role, you will monitor staff performance and provide team member side by side training while maintaining a positive and engaged work environment. You will provide regular feedback to supervisor for performance reviews and challenge processes to increase efficiency and profitability. Visit www.marktravel.com to find out more about The Mark Travel Corporation.

A successful Customer Care Lead – Airline Systems Coordinator will:

  • Perform consistent quality monitoring of emails and work performed by team members.
  • Monitor daily work requirements and work with team to help meet department goals
  • Inform supervisor of customer issues impacting delivery of end-to-end service
  • Contribute to development and delivery of training and curriculum and deliver to agents
  • Provide feedback to supervisors on team member performance for development and/or recognition of achievements
  • Help to create process efficiencies to meet and exceed department service goals
  • Work with other departments as needed to assist with inner/team relations
  • Assist team members with day to day questions and/or customer service issues
  • Handle escalated issues which may arise to find the best outcome for the customer
  • Communicate/follow up on system errors
  • Assist staff in understanding existing or new policies, procedures and/or responsibilities
  • Motivate staff to maximize productivity and minimize errors
Requirements
  • High school diploma or general education degree (GED); or at least one year related experience and/or training; or equivalent combination of education and experience
  • Travel industry knowledge or experience
  • Experience with airline system preferred
  • Knowledge of MS office 
  • Experience with internal reservation systems
  • Strong understanding of customer service
  • Ability to problem solve
  • Ability to work independently

Benefits at a Glance:

  • Medical/Dental/Vision Insurance – available first of the month after 60 days
  • Short Term Disability
  • Life Insurance
  • Flexible Spending Account
  • 401(k) with employer match
  • Generous time off plan
  • Tuition Reimbursement
  • Travel Discounts
  • Team Member Referral Program
  • Wellness Program

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

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