Job description

What We Need

FLEETCOR is currently looking to hire a Crew Accommodations Supervisor within our Lodging division. This position falls under our TA Connections line of business and is located remote/virtual. In this role, you will be responsible for the timely and efficient handling of inbound inquiries, to source hotel and transportation needs of clients and their crew. The Crew Accommodations Supervisor will support the associated clients with a variety of different issue system related in an efficient and timely manner by taking ownership of each case from beginning to end; and will liaise with other departments to ensure swift and consistent problem resolution. You will report directly to Nabil Guernouti and regularly collaborate with the related airline team(s)/department(s)].

How We Work

As a Crew Accommodations Supervisor you will be expected to work in a virtual environment. FLEETCOR will set you up for success by providing:

• Assigned workspace is home office set up
• Company-issued equipment (+ remote access)
• Remote training

Role Responsibilities

The responsibilities of the role will include:

• Supervise and assist CAA’s daily tasks and duties, and workflow as necessary to meet client timeframe requirements.
• Demonstrates in-depth knowledge of overall processes and procedures.
• Make recommendations to Management concerning CAA’s and improvement of procedures
• Monitor performances of assigned CAA’s for assistance with evaluations, quality assurance, and training purposes
• Provides instructions and distributes daily assignments
• Interprets and communicates work procedures and company policies
• Prepares and/or processes operational reports
• Communicates with other departments and management to resolve problems and expedite work
• Able to multitask and monitor multiple agents, Shared Inboxes, Teams Chats and Calls Dahsboard
• Provide appropriate counselling and training
• Receive inbound inquiries to source hotel, transportation and travel needs of clients for their crew, mechanics and in certain situations training and corporate
• Obtain, evaluate, and provide accommodations and transportation according to client guideline, requirements and SOPs,
• Provide continual feedback on customer service processes to improve SOPs and training processes
• Interact with internal departments on customer billing requirements and process payments according to client guidelines and procedures
• Receives and provides investigations' reports
• Support other duties/projects as needed

Qualifications & Skills

• Passion for customer service and must have relevant work experience
• Fluency in English and preferably one/two more languages
• Excellent mental capacity to make quick, smart, and rational decisions using common sense and positive attitude
• Effective communication skills and great listening skills
• Commitment to continuous improvements, changes and has a willingness to learn
• Thinks creativity and strong analytical and problem-solving skills
• Self-motivated and able to work independently and as part of a team
• Excellent negotiations skills using different channels and methods of communications (phone or email)
• Excellent interpersonal and client relationship skills
• Ability to work in a call center / service desk environment
• Powerful verbal and written communication skills
• Ability to handle multiple tasks, priorities under pressures and challenging interactions in a high-volume, fast-paced, and target-based environment
• Ability to follow complex and dynamic Standard Operating Procedures (SOPs)
• Ability to manage and provide feedback to all types of individuals
• Proficient with Microsoft Office (Word, Excel, Outlook)
• Must be able to work flexible hours, including early mornings, late evenings, night, weekends and national holidays
• High School Diploma or higher qualification is required
• One year experience of hotel/travel industry experience is necessary
• Fluent in English (required) and at least one more language (Italian, German, French, Spanish is 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

Our Company & Purpose

FLEETCOR is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, FLEETCOR has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, FLEETCOR is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.

We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.

FLEETCOR is also committed to building and nurturing a culture of diversity, inclusion, equality, 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” as FLEETCOR and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.FLEETCOR.com or following FLEETCOR on LinkedIn.

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

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