Customer Support Specialist - Louisville, KY (Overnight Shift)

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel.

Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience.

API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process.

We are looking for dynamic, creative, and tech savvy individuals to join our team.

If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

The Customer Support Specialist is responsible for assisting with the operational support and customer service components of the API client requirements, by working with the client to achieve acceptable outcomes.

This collaboration includes all necessary internal departments as well as outside parties to eliminate operational challenges involving clients, hotels and transportation.

This is an overnight shift :

• Monday through Thursday 11 : 00pm - 9 : 00am.
• Essential Duties and Responsibilities Learn and maintain API procedures for work methodology, reservations systems and ACES.
• Complete Operations Agent certification process.
• Process all client requests received by API Operations department via phone, email, fax or through the API systems.
• Assess all client requirements in order of priority.
• Ensure hotel and transportation requests are completed.
• Build and maintain business relationship with clients by providing prompt and accurate service.
• Alert the correct hierarchy of critical issue(s), which may require management involvement for resolution for client and / or API.
• Negotiate with vendors (Hotels, Ground Transportation, others) to best support the client and API.
• Resolve client disagreements in a professional manner.
• Present facts to support solutions.  Ability to work within a team environment or work independently.
• Punctual and respectful of agreed working hours.
• Other duties as assigned to assist API in achieving its operational goals and objectives.
• Qualifications The qualifications listed below detail the credentials necessary to perform the essential duties of this position.  To be successful in this role, you must be able to perform each essential duty satisfactorily.
• Education and / or Experience For the Level I Operations, we would require either one to two years’ experience of hotel / travel industry experience.

Experience in the airline industry is a plus :

Knowledge of Hotels as a product :