Travel Experience Counselor I

American Express Global Business Travel • Quantico, VA

2d

About The Position

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. In this role, you’ll join our U.S. Military and Government team, specializing in seamless travel management services to our federal clients. As a Travel Consultant, you will provide outstanding customer service to defense & government travelers before, during, and after their business trips. Through our winning combination of outstanding people and innovative technology, we’re focused on ensuring that the travel experience of our customers is unforgettable from start to finish, for all the right reasons. What You'll Do Participate in formal in‑house training and/or on‑the‑job training (up to 12 weeks) to learn reservation processes, the computer reservation system (CRS), customer service standards, and account‑specific requirements. Apply customer service standards, CRS knowledge, and account guidelines independently after training, using available tools and resources. Create domestic travel reservations including air, hotel, rail, and ground transportation in accordance with client and company standards. Support one or more assigned accounts while operating within defined procedures under close supervision. Interact directly with travelers and travel arrangers, providing first‑level customer service and technical support. Use preferred vendors to improve profitability while ensuring full compliance with client travel policies. Adhere to company customer service standards, including professional phone and email etiquette and established escalation procedures. Follow company procedures for building Passenger Name Records (PNRs), using tools accurately, meeting productivity expectations, and maintaining attendance standards. Attend required staff and training meetings to stay current on travel industry updates and internal procedures. Maintain positive working relationships with colleagues and perform additional duties as assigned to support team and business needs.

Requirements

• Must be a US Citizen
• No prior travel industry experience necessary.
• Some customer service exposure.
• High school diploma or equivalent.
• Ability to meet and maintain required performance standards

Responsibilities

• Participate in formal in‑house training and/or on‑the‑job training (up to 12 weeks) to learn reservation processes, the computer reservation system (CRS), customer service standards, and account‑specific requirements.
• Apply customer service standards, CRS knowledge, and account guidelines independently after training, using available tools and resources.
• Create domestic travel reservations including air, hotel, rail, and ground transportation in accordance with client and company standards.
• Support one or more assigned accounts while operating within defined procedures under close supervision.
• Interact directly with travelers and travel arrangers, providing first‑level customer service and technical support.
• Use preferred vendors to improve profitability while ensuring full compliance with client travel policies.
• Adhere to company customer service standards, including professional phone and email etiquette and established escalation procedures.
• Follow company procedures for building Passenger Name Records (PNRs), using tools accurately, meeting productivity expectations, and maintaining attendance standards.
• Attend required staff and training meetings to stay current on travel industry updates and internal procedures.
• Maintain positive working relationships with colleagues and perform additional duties as assigned to support team and business needs.

Benefits

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees