The Travel GDS Agent will provide high\-quality sales and customer service to members of air, car, hotel, resorts, travel insurance and bookings via IB calls and email tasks. They will also provide world class customer service for domestic and international reservations. **Essential Responsibilities:** * Sell and service all vacation product offerings including, but not limited to, air, car, hotel and resort. * Accurately process bookings, changes, cancellations and other requests through applicable internet, intranet or database interfaces while providing quality customer service via phone and e\-mail for all current and pending product reservations. * Emails: Complete the requested transactions: Replies to Air Ticket Call Back emails from members and internal emails from agents. * Escalations: Resolve escalations received via CXone email, Air Ticket Call Back distro or other channels such as inbound and outbound queues. * Promptly reply to customer emails, return phone calls within 24 hours, and resolve issues in a timely and appropriate manner. * Bring and enhance a favorable working relationship with all other company employees; foster and promote a cooperative and harmonious work environment, to increase maximum employee morale, productivity, and efficiency/effectiveness. * Coordinate reservations and resolve issues directly with management on duty and vendors via phone, Teams, or email. * Adhere to our QSDD form and any other QA policy standards. * Adhere to our Transfer Program rules and expectations. * Miscellaneous: Special projects implemented / discontinued at any time, such as training support. **Requirements:** * **Travel industry/call center experience required.** * **Full English and Spanish proficiency (verbal and written).** * **1 year minimum of GDS proficiency at advanced level; Sabre preferred.** * Experience on travel agency Backoffice systems (Trams, Agency Manager, IAR) is a plus. * Other ticketing systems experience is a plus. * Excellent communication, interpersonal, problem solving, and negotiation skills. * Experienced with escalations and difficult people, and/or situations. * Multitasking Welcome to ***arrivia***. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we’re a merger of three powerhouse brands (in case you’ve heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff. We’re focused on building a customer\-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We’re on a mission to help people around the world travel better and experience more. Our team members bring world\-class skills to the table to create extraordinary memories for our partners and members. Here at***arrivia*** we… * **Stay Curious** \- Explore new challenges and make space to learn, grow and improve * **Keep it Real** \- Earn trust through open, honest and clear communication * **Own it** \- Seek ways to make an impact and take action * **Win Together** \- Create a culture of connection and inclusion where everyone can be their best