Job Description

Crew Accommodations Onsite Agent

Copay is currently looking to hire a Crew Accommodations Onsite Agent within our Lodging division. This position falls under our TA Connections line of business and is located in Dania Beach, FL. The Crew Accommodations Agent at Copay's Airline Division TA CONNECTIONS is responsible for managing and resolving all hotel and ground transportation booking activities for our Client's Crew members. This role receives bookings requirements mainly through our proprietary system CrewHub (CrewRez), as well as inquiries through multiple channels, such as email, chat, phone calls, and walk-ups. The Agent is responsible for coordinating resolution with vendors by strictly following Standard Operations procedures. Agents will receive emails, chats, and phone calls from the airlines crew scheduling and hotel desk departments, as well as from hotel and GT vendors to address issues and last-minute challenges that crew members might be experiencing with their layovers. During Massive Irregular Operations, this role works for extended times and under pressure, as crew members must be placed in rooms in a timely manner to avoid crew rest delays or flight cancellations. You will report directly to Nabil Guernouti and regularly collaborate with the related airline team(s)/department(s).

As a Crew Accommodations Onsite Agent, you will be expected to work in an office environment. Copay will set you up for success by providing:

• Assigned workspace in Dania Beach, FL office
• Company-issued equipment
• Remote training

The responsibilities of the role will include:

• Booking hotel accommodations for flight attendants, pilot crews, ad-hoc crews, and other non-crew airline employees.
• Handling emergency relocations of crews that occur last minute with the Supervisor on shift.
• Working closely and in sync with client's Crew Scheduling and other relevant groups to satisfy all operational requirements and resolve situations that may affect crew members.
• Communicating with internal departments and management to resolve problems and expedite work.
• Monitoring and confirm access to tools, systems, and defined resources needed to perform the job duties as per Standard Operations Procedures, and report issues to shift supervisors.
• Effectively utilizing all tools and technology to process, track, and report transactions.
• Accurately registering in TA Connections System and applications all reservations information, agreements, approvals, and background information relevant for future research and troubleshooting.
• Sourcing for suitable and compliant hotel markets and cities where our airline clients don't have contracted hotels or when contracted hotels are Sold Out.
• In case of only having non-compliant options, ensuring the process to obtain approvals is followed recorded in the system as evidence.
• Making payments to hotel and transportation vendors as per system settings.
• Maintaining a positive environment, open and respectful communication, and professional behavior with a CAN DO attitude.
• Reporting any incidents in a formal and professional way to your TA Connections supervisor on shift and/or to TA Connections HR partner.
• Maintaining impeccable attendance, punctuality, breaks, and adherence to Companies' policies and Employee's Handbook.
• Supporting Account Management Team, IT, Billing, and Commission Collections departments with data gathering activities, researching, and troubleshooting.
• Working on special projects and other duties as assigned.

Qualifications & Skills:

• Excellent interpersonal and client relationship skills
• Strong organizational and multi-tasking skills.
• Strong writing, communication, and negotiation skills.
• Ability to work independently and as a contributing team member.
• Ability to interact with clients and business partners both electronically and via telephone.
• Familiarity with hotel sourcing and rate negotiation, maintaining a thorough knowledge of market and contractual needs.
• Excellent PC skills.
• Available to work shift work and willingness to work long hours during irregular operations.
• Flexibility to adjust working schedules and shifts as per client's requirements (notified in advanced)
• Reliable transportation to go to office.
• Reliable internet connection to potentially work from home and quiet home-work environment (Overtime or office closures)

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High school diploma or GED Certificate is required. (Some college education is preferred but not required.)

• Fluent in English is required. Additional language is a plus (Italian, German, French, Spanish, Portuguese)
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint software

• Experience in the hotel/travel industry is highly preferred, but not required.
• Customer service or Call center experience is highly preferred, but not required.
• A minimum of 3 years of experience in the hotel/travel industry or a similar role is highly preferred.

Benefits & Perks:

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Copay is an Equal Opportunity Employer. Copay 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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