Crew Accommodation Agent

The Crew Accommodations Agent at FLEETCOR’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, etc.). The Agent is responsible for coordinating resolution with vendors by strictly following Standard Operations procedures. Agents will receive emails, chats and phone calls receive 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 crewmembers 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.
Essential duties and responsibilities:

• Book hotel accommodations for flight attendants, pilot crews, ad-hoc crews and other non-crew airline employees.
• Handle emergency relocations of crews that occur last minute with the Supervisor on shift
• Work 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.
• Communicate with internal departments and management to resolve problems and expedite work.
• Monitor 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 utilize all tools and technology to process, track and report transactions
• Accurately register in TA Connections System and applications all reservations information, agreements, approvals, and background information relevant for future research and troubleshooting
• Source 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, ensure the process to obtain approvals is followed recorded in the system as evidence.
• Make payments to hotel and transportation vendors as per system settings. (hotel’s contractual payment terms)
• Maintain an environment of positiveness, open and respectful communication, and professional behavior with a “CAN DO” attitude.
• Report any incidents in a formal and professional way to your TA Connections supervisor on shift and/or to TA Connections HR partner.
• Maintain impeccable attendance, punctuality, breaks, and adherence to Companies’ policies and Employee’s Handbook
• Support Account Management Team, IT, Billing and Commission Collections departments with data gathering activities, research, and issue troubleshooting.
• Works on special projects and other duties as assigned.

Job Requirements:

• 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 Operations requirements (notified in advanced)
• Reliable internet connection to potentially work from home and Quiet home-work environment

Qualifications:

• 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 and Japanese is required. Additional language is a plus
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint software
• Experience of hotel/travel industry experience is highly preferred, but not required.
• Customer service or Call center experience is highly preferred, but not required.

About the Company:
FLEETCOR Technologies, Inc. (“FLEETCOR”) is a leading global provider of business payment solutions. We help companies of all sizes control, simplify and secure payment of various domestic and cross-border payables using specialized payment products. We serve businesses, partners, merchants, consumers and payment networks in North America, Latin America, Europe, and Asia Pacific.

• $2.8B Annual Revenue
• 800,000 Directly Served Business Clients
• 9,700+ Employees

(as of December 31, 2021)
Our payment solutions provide our customers with a payment method designed to be superior to and more robust and effective than what they use currently, whether they use a competitor’s product or another alternative method such as cash or check. We group our payment solutions into five primary categories: Fuel, Lodging, Tolls, Corporate Payments and Gift. Each category is unique in its focus, customer base and target markets, but they also share a number of characteristics: customers are primarily businesses, have recurring revenue models, have specialized networks which create barriers to entry, have high margins, and have similar selling systems.
FLEETCOR enjoys global recognition including:

• Forbes Global Growth Champion – FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista
• Forbes World’s Most Innovative Companies – FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row!
• Fortune 1000 Company – FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking #872
• S&P 500 – In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks

Our Mission
Create better ways for businesses and their partners to pay their expenses
Our Strategy
FLEETCOR will continue double-digit revenue growth by executing on four growth planks:

• Sell More New Clients. FLEETCOR will continue growing sales by investing more in proven sales channels and bringing more prospects into the funnel.
• Increase Revenue per Client. FLEETCOR will continue increasing its share of customer wallets through network expansion and cross-sell of add-on solutions.
• "Beyond" Adjacent Segments. FLEETCOR will continue extending its existing business into adjacent spaces to broaden its market opportunity.
• Launch New Platform Business. FLEETCOR has launched its "new platform business" integration "Expense Management & AP/Vendor Payments" solutions into one bundled software platform.

Our Commitment to Diversity, Equality, Inclusion, Belonging
Together we can foster true belonging. We know different ideas, perspectives and backgrounds lead to better innovation and results. We are therefore committed to building and nurturing a culture of diversity, inclusion, and belonging by:

• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
• Empowering our people to share their experiences and ideas through open forums and individual conversations; and
• Valuing each person’s unique perspectives and individual contributions.

Embracing diversity enables our people to “make the difference” at FLEETCOR.
Our Values
FLEETCOR’s culture reflects our history of fast growth and our continued drive for results. Our entrepreneurial spirit remains strong across our global workforce, and we reinforce these principles in our five core values:

• Innovation: Figure out a better way
• Execution: Get it done quickly
• Integrity: Do the right thing
• People: We make the difference
• Collaboration: Accomplish more together

These values guide all of our employees and are infused in all aspects of our Company. We are, as a team, united through these shared values and our mission to provide “a better way to pay.”
Our values foster an inclusive culture through the expectation that all employees will treat each other with respect and appreciate the diversity of identities, thoughts, backgrounds and styles. Our commitment to fostering an inclusive culture has never been more essential than in this moment of national reflection. We must always celebrate the diversity of our company and our communities.
We strongly believe that the quality and diversity of our workforce provide FLEETCOR with a competitive advantage, and that our problem-solving and solution-building efforts are greatly enhanced when we harness the collective thinking of a diverse group of people with unique experiences and perspectives.
Equal Opportunity/Affirmative Action Employer:
FLEETCOR is an Equal Opportunity Employer. FLEETCOR 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.