Dedicated Account Representative - NYC

American Express Global Business Travel
Aug 14, 2017
Aug 15, 2017
Job Type
Full Time
JOB DESCRIPTION: The Dedicated Account Representative (DAR) is a management-level employee with client management skills and technical ability to work directly with the Client Manager and client's key contacts on various travel related projects, both short term and ongoing. The Dedicated Account Representative will be onsite in NYC and be responsible for, but not limited to, the following areas: Manage Global Customer Service Email Box: Address emails from travel counselors on out of policy exceptions, interpret for client, provide feedback and approvals, track and measure savings. Also, receive and respond to emails from travelers, arrangers and key contacts for issue resolution, general questions, tool adjustment requests, etc. Open cases with the relevant depts., conduct research or troubleshooting, manage correspondences, track issues, and ensure resolution. Customer Service Issues: Assist Service Delivery with online and offline service delivery issues. Account Maintenance: Own CAP/AIM profile updates and changes Facilitate new DK requests - i.e. new groups, VIP, including ensuring info is added to all downstream products Prism Reporting - Provide appropriate data release forms to provide data to airlines and submit to GIS for processing Reporting - Provide MI required reporting fields for reporting expansion Proficient in Excel and PowerPoint Request scheduled and ad hoc portfolio e-mail reports Support all new user ID creation requests for Insights Maintenance and escalation of errors and issues to MI Helpdesk Support Client Management in compiling, tracking and providing data for reviews via reporting and/or power point. Back up to other dedicated DAR for reporting, including: CSAT, IRD and other KPIs - Pull and deliver monthly KPIs to client Ticket Trax - Own and distribute Ticket Trax reports to client. Fees and Fee Allocator - Manage the DK numbers and their respective fees as well as responsibility for credit card rejects and client fee refunds Projects: Work on projects assigned by Client or Client Manager REQUIREMENTS: Must be able to sit onsite in NYC Monday through Friday Advanced knowledge of Excel and PPT required Travel industry experience required Ability to work in a team with willingness to learn Strong verbal and written communication skills required Strong organizational skills, Ability to multi-task and manage large volume of work LocationUnited States>New York>Virtual Location It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds. GBT Recruitment Privacy Statement For help, please contact our support team at .

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