Customer Support Specialist (Overnight) - Charlotte, North Carolina

Accommodations Plus International (API) is the global leader in providing innovative crew accommodation solutions for the airline industry. Our company specializes in streamlining the entire crew planning and travel management process by offering a state-of-the-art technology platform that integrates seamlessly with our clients' operations. Beyond just technology, API is dedicated to elevating the crew layover experience by combining mobile solutions with personalized service from our experienced team. We pride ourselves on being pioneers in the field, constantly evolving to meet the changing needs of the airline industry and ensuring that our partners receive the highest level of support and efficiency.

The Customer Support Specialist role is a critical position within API, designed to support our airline partners directly at their office locations. This full-time, overnight position involves working closely with airline crew members and internal teams to process hotel and ground transportation reservations accurately and efficiently. The ideal candidate will embody professionalism, courtesy, and a strong customer-service mindset, acting as the onsite liaison between API and the airline partner. Responsibilities include managing client requests using various reservation systems such as ACES, Hotel Express, and IHRS, maintaining timely and accurate communication, and ensuring client satisfaction through follow-up and problem resolution.

This role demands adaptability, especially in managing irregular operations (IROPS) and dynamically changing airline schedules, often requiring flexible working hours, including weekends, holidays, and potential overtime. It also emphasizes negotiation skills with vendors to secure optimal accommodations and transportation solutions for clients. Additionally, the Customer Support Specialist must maintain up-to-date knowledge of the company's operational methodologies and reservation systems by successfully completing initial and recurrent training sessions. A strong preference is given to candidates with prior experience in airline crew scheduling, GDS systems, or travel-related customer service, though this is not mandatory.

This position requires excellent interpersonal and communication skills, a detail-oriented approach, and an ability to thrive in a fast-paced, dynamic environment. The successful candidate should demonstrate great telephone etiquette, excellent writing and computer skills, and be proficient in multitasking and prioritizing multiple tasks effectively. Bilingual abilities, especially proficiency in Spanish, are considered a plus. The good faith compensation rate for this role is $23.00 per hour, reflecting the specialized overnight schedule and responsibilities involved.

Overall, working as a Customer Support Specialist at API offers a unique opportunity to engage directly with airline partners, contribute to seamless travel operations, and be an integral part of a company leading the way in crew accommodation technology and services. If you are passionate about providing exceptional service, possess the necessary skills, and are eager to work in a dynamic, collaborative environment, API encourages you to consider this role and join our innovative team.