Retail Loss and Dilemma Specialist

Location: Multiple locations, USA
Date Posted: 09-27-2018
Retail Loss and Dilemma Specialist
Location: Work at home
Schedule: Full time only, flexible availability based on business need

A Retail Loss Agent and Dilemma Specialist plays a significant role in the Fulfillment Team. This agent is focused on all products and all channels of loss, and primarily responsible for quantitative and qualitative analysis of both agent and website errors. 
Responsibilities include:
  • Research and delivery of accurate and timely responses to partners to support the Agent Error management process
  • Responsible to resolve 1st and 2nd level disputes from the partners
  • Effectively apply knowledge and experience, perform research and analysis to identify system or process trends and issues requiring escalation in order to determine effective solutions.
  • Use analytical skills to identify opportunities (i.e. gaps in process, suggested process improvement)
  • Experience in all products; Booking, Ticketing, Refunding, and Changes
  • Ability to understand and comprehend airlines pricing, fare rules and restrictions in order to adequately research issues
  • Excellent written and verbal communication. Ability to leverage and create frameworks to assist with communicating complex problems/ideas to different audiences.
  • Proficient in industry tools, including (GDS) Global Distribution Systems (specifically Amadeus, Sabre and Worldspan), and Excel. Aptitude to learn new tools quickly
  • Knowledge of airline rules and regulations including but not limited to fare rule interpretation, basic ticketing, ticket exchanges, ticket refunds and Airline initiated schedule changes preferred
Work Experience and Education Guidelines:
  • 3+ years' experience in analytics or similar function
  • Proficient in one or more Global Distribution Systems (GDS)
  • Proven ability to manage to deadlines
Core Competencies:
  • Proven ability to quickly diagnose business problems and translate high-level business questions into analysis roadmaps.
  • Critical thinking and creative problem solving
  • Attention to detail and quality
  • Self-motivated and proactive individual contributor
  • Team collaboration
  • Must thrive in fast paced, dynamic environment with multiple competing priorities
Apply today. Position is expected to be filled in 7-21 days.  We want to know why you are the perfect addition to our team!


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