Air Booking Coordinator, Travel Services

When it comes to creating educational travel adventures that enrich the lives and fulfill the dreams of more than 100,000 people every year, there's no organization better than Road Scholar. What's our secret? Dedicated and talented staff who believe in our mission.

At Road Scholar, we are committed to fostering a culture of inclusivity and belonging. We believe that by valuing a wide range of perspectives and experiences, we create a stronger, more innovative organization that reflects the communities we serve.

In addition, we are dedicated to bringing an environmentally sustainable organization. From the way we design our programs to how we operate as a team, we are striving to reduce our environmental impact and create a positive legacy for future generations. 

Join our fast-paced Travel Services team and be a part of one of the nation’s most dynamic not-for-profit organizations. The Air Booking Coordinator in Travel Services is responsible for working with domestic and international participants to book air travel to/from program destination. Providing excellent customer service in a team structure you will resolve customer’s needs, issues and finalize air arrangements. The coordinator will become experts in policy and procedure and make situation decisions based on the need of the participant and the organization.

Road Scholar offers a remote-first work environment in a private work space, free of distractions, with direct access to the internet via ethernet cable. The compensation for this non-exempt/hourly position is $22.00 per hour. This position works in a contact center environment Monday - Friday, 9:00 am - 6:00 pm Eastern Standard Time. Due to our Contact Center hours, this role is seeking applicants in the Eastern and Central time zones of the United States. 

In this role, you will...

• Sell a variety of travel options including domestic air, international, negotiated and block space air. Qualifies calls and provides the best schedules and pricing for customers to enable first call resolution.
• Manage inbound and outbound participant calls.
• Create preliminary itineraries for all TCA enrollments.
• Handles airline schedule changes following each airlines guidelines.
• Resolves flights changes during world events, weather or airline strikes.
• Assist participants on our Emergency Line as needed to resolve situation.
• Promote additional services for custom air participants, hotel and upgrades.  Education the participant on the benefits of our competitive upgrade offers.

• Match and fulfill customer needs;  effective closing skills, solid judgment and understanding of company/airline policy.
• Make sound business decisions based on situational events with a strong focus on customer satisfaction, creating a culture of participants who are promoters of the Road Scholar brand.
• Foster relationships with Road Scholar participants through active listening and engagement.
• Navigate various computer applications, use your search engine skills and toggle between applications while on the phone.

• Satisfies or exceeds Travel Services performance standards in accordance with goals, objectives and metrics.
• Educate customers with sound solutions-- increase air on enrollments and enhance customer experience.

• Takes ownership of customer interaction and experience.

We're seeking...

• Bachelor's degree preferred and/or comparable experience preferred.
• Excellent communication, decision making, persuasion and closing skills a must! 
• 1-2 years’ experience with Air Travel preferred.
• Demonstrated sales and customer service skills, including negotiation, closing capabilities and solid knowledge of airline negotiated fares.
• Strong team contributor; ability and willingness to work hard to achieve team objectives.
• Results driven-- Enthusiastic, motivated, self-starters.
• Strong CRM and computer skills, with a capacity to learn new systems; Amadeus or airline GDS a plus.
• Ability to thrive in change while maintaining consistency in a fast paced environment.
• Solid written or and oral communication skills.

 *The above is intended to describe the general content and requirements of work being performed by people assigned to this classification.  It is not intended to be an exhaustive statement of all duties, responsibilities, or skills required of personnel so classified.

For serious consideration, please be sure to complete an online application, including work experience section, and attach your resume and cover letter telling us why are interested in the position.

Why join the Road Scholar Team...

We offer a competitive compensation and benefits package!  

• Medical, Dental and Vision Insurance (with a substantial employee subsidy!)
• 403(b) Retirement Plan with a company match of 5% after 1 year of employment!
• Up to 20 days of PTO annually, accrued every payroll cycle 
• Enjoy a paid week off, in addition to your PTO, at the end of December to enjoy the holiday season!
• A generous employee discounts on our programs
• Access to obtain a Care.com membership
• As a Road Scholar employee, you can opt-in to receive an IATA membership
• We take professional development seriously which is why we provide LinkedIn Learning access to all employees amongst other professional development opportunities
• That’s right, we’re fully remote!
• To learn more about our benefits offerings, check us out at https://www.roadscholar.org/careers/

Equal Opportunity Employer 

Road Scholar supports diversity in our staff, participants, and programs. An Equal Opportunity Employer Road Scholar values and supports individual differences and strives to create an environment that contributes to the success of both the individual and the organization. As an Equal Opportunity Employer, we consider applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, pregnancy, illness, marital or veteran status or disability or any other status protected by applicable law. 

Cybersecurity 

At Road Scholar, we are committed to cybersecurity and to providing a safe experience for job seekers. All official communication regarding employment opportunities will come exclusively via email from the official Road Scholar domain or from our applicant tracking system URL recruiting.ultipro.com. We never conduct interviews through texting applications or instant messaging platforms. If you receive an employment offer or other correspondence from an individual at Road Scholar you have not met, or from a non-Road Scholar email domain, it may be a phishing attempt.