**Experienced Full Stack Defense & Government Travel Consultant II - Hybrid ESC Phones/Non-Phone Fulfillment - Virtual**

Are you a travel enthusiast with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic environment where no two days are the same? If so, we invite you to join our team as a Defense & Government Travel Consultant II in a hybrid work model, combining remote work with time in our Remote office. **About Us** CWT, a global leader in business travel and meetings, has been serving the world's best-known and biggest companies and governments for over 150 years. Our U.S. military and government division, CWTSatoTravel, is a global leader specializing in seamless travel management services to our U.S. federal clients. With a team of over 900 associates across 187 locations in 14 countries and U.S. territories, we are a tight-knit group with access to resources and innovations that enable us to deliver the best services in the industry. **About the Role** As a Defense & Government Travel Consultant II, you will play a key role in delivering a safe and enjoyable journey to our clients' traveling employees. You will provide outstanding customer service to defense & government travelers before, during, and after their business trips, using our winning combination of outstanding people and innovative technology. Your responsibilities will include: * Travel Reservation and Fulfillment Agent: Creates and completes travel arrangements (car, hotel, air, rail) for both domestic and international travel received via phone call, queue placement, or email for moderately complex accounts. * Ensures reservations for multiple clients are built according to each account's client standards and preferences. * Acts as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation. * Resolves moderately complex problems with potentially non-standard and multi-destinations, ticket exchanges, and complex fares. * Review unused airline ticket records and accurately calculate full and partial refunds according to airline tariff rules. * Provides transaction processing services in order to fulfill bookings, issue tickets/vouchers and invoices. * Process AQUA/local system rejects and vendor messages, manual ticketing and fulfillment, queue management, queue teams, quality control, ticket issuance (i.e., exchange desk), and post-booking actions. * Escalates more complex problems to more experienced staff. * Assignments include both routine and non-routine work. **Additional Responsibilities** * Works in a hybrid role/environment, taking phone calls with our Emergency Services Center and working off-phone tasks within the Centralized Fulfillment Team based on business priority. Work focus (phones/non-phone) can change throughout the shift as needed. * May perform other duties as back up to understaffed areas of the department as assigned. * May be required to assist with department-related projects and implementations (clean-up, startup, closeout, etc.). * Work as part of a team covering a 24/7 environment (shifts can change/rotate) in a shift that will include weekend days and holidays. **We Are Looking for Candidates Available to Work a 4-Day, 10-Hour Shift Schedule from Friday to Monday.** **Join Our Team** At CWT, we are a collaborative, close-knit, global community that values our colleagues and fosters a high-performance and high-quality environment. Our "people first" ethos starts with our colleagues, and we are committed to creating a diverse environment where everyone feels valued and respected. We are proud to be an equal-opportunity employer and welcome applications from all qualified candidates. **What We Offer** * Competitive salary target between $25.00-$26.00 hourly * Hands-on paid training * Competitive compensation, including shift differentials, referral bonuses, and supplier incentives. * 3 weeks of vacation, 14 days of paid holidays, and 7 days of sick leave each full year * Both on-site and home-based positions available * Flexible working options: Full-time, part-time, nights and weekends * Medical/dental/vision * Employee discounts and supplier incentives * Employee Assistance Program & Employee Resource Groups **Requirements** * Education: High school diploma or country equivalent * Experience: 3+ years of industry experience * Corporate and/or Government travel counselor experience * Contact center experience * Experience issuing airline tickets preferred * Languages: English fluent - written and spoken * Knowledge, Skills, and Abilities (KSAs): + Detail-oriented to ensure a high level of accuracy + Basic MS Office; Word, Excel, Outlook, PowerPoint + Capable of working with minimal supervision + Able to thrive in a fast-paced, ever-changing environment + Government accounts require the ability to pass an extended government background check + Skilled in GDS; Sabre preferred + Good verbal and written communication skills **CWT accepts Military experience/certifications as a substitute for some requirements.** **Authorization to work in the US is not sufficient for this position.** The United States government requires that the successful candidate be a US Citizen. Additionally, you will be subject to a company and government background investigation including a criminal history and credit record review. **To the extent, this position enables access to traveler personal identifiable information (PII) as defined by the U.S. Government or vital trust data as defined by CWT, then the individual is required to adhere to all government-required and/or company-mandated information security policies and regulations.** **CWT is committed to creating a diverse environment and is proud to be an equal-opportunity employer.** All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. **CWT also offers opportunities to all job seekers including job seekers with disabilities.** If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected]. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. **Are You the One We're Looking For?** If you believe you have what it takes, submit your application without delay. We are keen to hear from talented candidates like you. Apply To This Job Apply for this job