Air Services Customer Care-Ticketing Agent

WorldVia seeks a highly experienced Customer Care Air Ticketing Agent to join our Air Services team. As an Air Ticketing Agent, you will an integral part of our continued growth by supporting our members with airline ticketing needs. Your expertise in customer service, airline ticketing, fare rules, and industry regulations will be essential in this role.

Responsibilities

• Assist our members with air transactions in our air booking tool, advising on fare rules and penalties and guiding members through exchanges and schedule changes for bookings
• Provide essential member support and training including online tools and booking hotels and cars
• Handle complex air travel transactions, including exchanges, refunds, and reissues
• Provide expert advice on fare rules, penalties, and schedule changes
• Adhere to company procedures in ticketing PNRs, the utilization of tools, productivity, and accuracy of work
• Monitor, respond to, and resolve support requests via live chat, email, and phone
• Review international itineraries and add commission contracts
• Assist the back office in reconciling any discrepancies on daily reports
• Stay updated on airline procedures and industry regulations

About WorldVia WorldVia is one of the leading brands in the travel industry, known for its exceptional service and commitment to providing excellent travel experiences. As a part of our team, you will have the opportunity to work with a dynamic group of travel professionals and contribute to our continued growth and success. Affirmative Action/EEO statement WorldVia provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• 3-5 years travel industry systems GDS, Worldspan, Sabre,TRIO, and Agent Air
• Strong customer service and support skills; excellent communication and interpersonal skills
• Experience booking international and domestic travel
• Successfully resolving errors and processing exchanges
• Knowledge of current airline procedures and industry regulations
• Ability to multitask and prioritize in a fast-paced environment
• Detail-oriented and highly organized
• Ability to work independently and as part of a team
• Proficiency in using a CRM and documenting customer activity
• Employer-Sponsored Medical and Dental Insurance with Employee Contribution
• Fully-Funded Life Insurance (1x salary) & LTD (Long-Term Disability Insurance)
• Optional Employee-Paid Vision Insurance and STD (Short-Term Disability Insurance)
• 401(k) with up to 4% Company Match
• Paid Time Off + Company Holidays
• Additional Time Off for Your Birthday and Work Anniversary
• Discount Travel Program

Our Team

Members:

• Are fundamental optimists who believe that no industry compares to the travel industry.
• Go to extraordinary lengths to distinguish ourselves through world-class work.
• Prioritize quality over speed and speed over scope.
• Desire to work with deeply kind, mission-driven people.
• Strive to make the complex simple.
• Use first principles to debate ideas, test assumptions, and make decisions.
• Seek the truth by putting data above opinions.
• Assume good intent and give tactical feedback to help each other get better.
• Hold no ego—when our customers win, we all win.

We are seriously committed to your professional development and growth.

• You will set your own monthly goals aligned with our ambitious strategy.
• You will have our collective support in achieving significant wins—and personal coaching from your manager.
• You will be encouraged to take risks, try new things, and be creative with your work.
• You will have many opportunities to exchange and engage in feedback.
• You will be offered continual chances to stretch yourself and raise your own "bar."
• You will be rewarded for achieving excellence and mastery.

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