Travel Counselor - Team Lead Click Here to Apply Online Job Description Come Grow With Us Grand Canyon Education (GCE) is a rapidly growing educational service company that has long been an industry leader in providing educational, operational and technological support services to the post-secondary education sector. Formerly part of Grand Canyon University (GCU), GCE still works closely with GCU to benefit thousands of students, families and the local inner-city community. We put people first, drive innovation, and do good in the community that we live and work in. Do you have a passion for efficiently arranging travel plans and providing exceptional customer service? Grand Canyon Education’s travel department is seeking a full time Travel Counselor-Team Lead. Provide oversight for a team of Travel Counselors; maintain and oversee quality control across all aspects of business delivery in the department; provide a high level of customer service, whilst ensuring a positive team environment. Will work Monday through Friday, 8:00 a.m. to 5:00 p.m. . What you will do: + Assists travel team members with questions/problems that may be regarding: + GCU Policies + Standards in building Passenger Name Records + Use of online and technical system tools + Assist with communicating updates and new information to ensure consistency in execution of operational procedures + Handles escalated issues regarding travel to ensure satisfactory resolution for all parties + Designated Floater within the team wherever and whenever needed; able to handle all various different client travel groups within GCU. + Acts as a travel counselor to complete travel arrangements e.g., air, hotel and transportation for executive management and/or VIP travel and communicate with traveler; assist with travel arrangements when volume is high for all other staff or when assistance is needed, all while assuring traveler satisfaction. + Assist with implementation of cost saving measures through negotiation with travel service providers as assigned by travel manager. + Ensure all travel arrangements of the most economic route and appropriate itinerary + Coordinate with finance department to invoice travelers for personal travel costs, which may include transmission of invoice to travelers and forwarding information to finance staff. + Provide random and/or periodic review of travel arrangements to ensure compliance with Travel Policy and Procedures, flag and inform travel manager of non-compliance and recommend strategies to increase compliance. + Assist with updating the travel website; may be primary contributor to content updates. + Willing to work occasional evening and weekend hours as business need dictates in high volume travel times and/or for VIP coverage; required rotating on call schedule. + Identifies savings opportunities and service enhancements and helps initiate process improvements. + Develops and helps implement tools, reports, processes, and/or technology to streamline travel booking and reporting. + Act as first tier problem resolution for issues escalated by the team members + Select and explain best solutions to solve given problems in the context of customer service + Monitor team’s performance on daily basis, through all monitoring tools + Performs additional duties as required Supervisory Responsibilities: + Oversight of daily operational aspects of team members; providing coaching and mentoring; serve as the "daily go-to" team member for handling issues; provide input about team members’ performance to travel manager. ?What you will need: + Bachelor’s Degree from a regionally accredited college or university preferred. + Minimum of two years’ experience as supervisor or lead. + Minimum of 5 years’ experience in booking group and individual air/hotel/car reservations. + SABRE experience required. + Must be able to pass background investigations. + Must be able to be on rotating on call coverage weeknights and weekends. + Ability to coach and mentor team members to assist in them being able to deliver quality customer service + Ability to model excellent customer service skills and demonstrate understanding of customer service principles + Ability to create work environment of mutual respect and willingness by all members to support a team effort; establishes a positive team environment whereby team members are willing to help one another. + Good problem solver with the ability to evaluate a problem or gap in a process and be able to provide viable solutions to correct or improve the problem. + Must be able to navigate all related systems and understand all airline terminology, codes, fare basis, airline rules and tariffs and serve as a mentor to others regarding industry terminology. + Must be able to work in a fast-paced environment while meeting competing and/or changing timelines. + Detail oriented with a high degree of accuracy. + Ability to multi-task, efficiently prioritize assignments and to cope with changing priorities. + Good written communication skills with a good command of the English language and proofreading skill. + Proficiency with MS Office applications, specifically proficiency with Excel to track travel costs as required. + Skill in analyzing trends and data to measure KPIs (key performance indicators) + Ability to develop build and maintain effective professional relationships with all customers/providers of service. + Ability to maintain focus in an environment of frequent interruptions and ensure accuracy of execution of travel arrangements. + Demonstrated ability to achieve key productivity measures and handle additional assignments as needed. + Keyboarding skill at approximately 50 wpm. + Willing to work occasional evening and weekend hours as business need dictates in high volume travel times and/or for VIP coverage; required rotating on call schedule. Why work at GCE: + Exceptional workplace benefits include medical, dental, vision, life and disability insurance, flexible spending accounts, a 401K savings plan. + Generous time off plan and 11 paid holidays. + Paid time off to volunteer in the community or at GCE sponsored events. + We also offer full-time employees, their spouses and dependent children an Education Tuition Discount Program. #TravelAgent #GroupTravel #TravelCoordinator #TravelCounselor #TravelAdministration #WorkFromHome #AthleticsTravel #TravelService #RemoteJobsInPhoenix #GCU #GCE #Group #Sales #Travel #Athletic #hotel Application Instructions Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you! Apply Online (https://gcu.wd1.myworkdayjobs.com/en-US/GCE/job/AZ-Phoenix/Travel-Counselor---Team-Lead\_R000057734) Click Here to Apply Online