FCM - VIP After-Hours Emergency Corporate Travel Consultant - Remote, USA

VIP After-Hours Emergency Corporate Travel Consultant

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses.

Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.
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About the Opportunity

We're seeking an experienced VIP Corporate Travel Consultant to join our Emergency Customer Care (ECC) team, delivering white-glove, personalized service to C-Suite executives and high-profile clients during after-hours, overnight, weekend, and holiday periods. This role is uniquely designed for a seasoned travel professional who thrives in high-pressure situations and understands that for our VIP clientele, exceptional service never sleeps.

As a VIP Emergency Customer Care Consultant, you will manage urgent and complex domestic and international travel requests, including air, hotel, car, and ground transportation, via Sabre GDS, while maintaining the highest standard of professionalism, discretion, and client satisfaction. You will serve as a trusted advisor and first point of contact when our most valued clients need assistance the most.

Before you begin your role, you will complete a four-week paid training program designed to boost your industry knowledge, train you on contract airfares, and sharpen your Sabre skills, ensuring you are fully equipped to deliver the VIP experience our clients expect around the clock.

**Please note that this is a remote after-hours position that requires working overnights, weekends, and holidays**

This position requires flexible hours and shift availability as determined by business need and client call volume.

Key Responsibilities

- Deliver exceptional, white-glove service to C-Suite travelers and their administrative staff during after-hours and emergency situations, ensuring all interactions are handled with the utmost professionalism and discretion.

- Provide consultative support throughout the booking process, crafting bespoke travel itineraries tailored to the specific needs and elevated expectations of VIP and executive-level clients.

- Coordinate urgent air, hotel, car, and ground transportation bookings for complex domestic and international travel, often within time-sensitive and high-pressure timelines.

- Expertly manage rerouting, exchanges, and itinerary changes, ensuring minimal disruption to travel plans and a seamless experience for the client from start to finish.

- Proactively gather, retain, and apply client travel preferences and profiles to deliver a consistently personalized and anticipatory level of service.

- Keep VIP clients informed of all necessary travel documents, visa requirements, and health requirements for international destinations, providing guidance with confidence and accuracy.

- Proficiently handle ticketing, Phase IVs, and complex exchanges and changes involving both domestic and international fares.

- Execute all responsibilities within company guidelines for customer service, PNR documentation and profiles, ticketing, invoicing, and quality control, maintaining the highest degree of accuracy throughout.

- Stay fully informed of airline rules, regulations, tariffs, and fare requirements, applying this knowledge accurately and efficiently to all travel arrangements.

- Demonstrate creative thinking and decisive problem-solving skills to provide optimal travel solutions in fast-paced, high-stakes situations.

- Maintain ongoing communication with team members, Travel Managers, and Team Leaders through provided channels to ensure a united, consistent, and professional approach to VIP account management.

- Complete all reservat