Distress Passenger Agent

What we Need

Corpay is currently looking to hire a Distress Passenger Agent within our Lodging division. This position is located in Colombia. This role receives bookings requirements through multiple methods (ConneX App, email, chat, phone calls, screen printer, walk-ups, etc.) and coordinates resolution with vendors by strictly following Standard Operation procedures. Agents receive phone calls from Distress Passengers Agent tracking desks to address issues and last-minute challenges that Passengers might be experiencing with their layovers. During Massive Irregular Operations, this role works for extended times and under pressure, as Passenger must be placed in rooms in a timely manner from delays or flight cancellations. You will report directly to Operations Manager- EMEA and regularly collaborate with teams/ departments.

How We Work

As a Distress Passenger Agent, you will be expected to work in a remote environment. Corpay will set you up for success by providing:

• Company-issued equipment
• Formal, hands-on training

Role Responsibilities

• Book hotel accommodations for Passengers
• Handle emergency relocations of Passengers that occur last minute
• Work closely and in sync with scheduling and other relevant groups to satisfy all operational requirements and resolve situations that may affect Passengers
• Communicate with internal departments and management to resolve problems and expedite work
• Monitor and confirm access to tools, systems and defined resources needed to perform the job duties as per Standard Operations Procedures, and report issues to supervisors
• Effectively utilize all tools and technology to process, track and report transactions
• Accurately register in TA Connections System and applications all reservations information, agreements, approvals and background information relevant for future research and troubleshooting
• Source for suitable and compliant hotel markets and cities where American doesn’t have contracted hotels or when contracted hotels are Sold Out
• In case of only having non-compliant options, ensure AA approves the bookings and record it as evidence in ConneX “notes”
• Make payments to hotel and transportation vendors as per system settings. (hotel’s contractual payment terms, are managed by AA)
• Maintain an environment of positiveness, open and respectful communications and professional behavior. Report any incidents in a formal and professional way to the supervisor on shift and/or HR
• Maintain impeccable attendance, punctuality, breaks, and adherence to Companies’ policies and Employee’s Handbook
• Supports IT, Billing and Commission Collections departments with data gathering activities, folios gathering, payment of collections and issue trouble shooting
• Works on special projects and other duties as assigned

Qualifications & Skills

• Excellent interpersonal, written, and verbal communication skills
• Strong organizational and multitasking abilities
• Familiarity with hotel sourcing, market research, and rate negotiation
• Proficiency with Connex and PC tools
• Customer service or call center experience (preferred but not required)
• Willingness to work flexible hours including evenings, weekends, and during high-demand irregular operations
• Ability to work independently and as a contributing team member
• Ability to interact with clients and business partners both electronically and via telephone
• Possess a general understanding of Connex
• Reliable internet connection (must be 100 mbps or higher) and Quiet home-work environment is mandatory

Equal Opportunity/Affirmative Action Employer Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department. For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

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