• 18-Apr-2019 (PST)
  • Fort Worth, TX, USA
  • Full Time

Virtuoso is the leading international travel agency network specializing in luxury and experiential travel. The by-invitation only organization comprises over 1,000 travel agency locations with 20,000 elite travel advisors in over 50 countries through North America, Latin America, the Caribbean, Europe, Asia-Pacific, Africa and the Middle East. Drawing upon its preferred relationships with over 1,800 of the world's best hotels and resorts, cruise lines, airlines, tour companies and premier destinations, the network provides its upscale clientele with exclusive amenities, rare experiences and privileged access.


The Air Agent, Document Fulfillment supports Virtuoso members by providing comprehensive ticketing of negotiated commission and bulk contracts to increase profitability and reduce debit memos.   

Agent will be utilized in any of the following areas: telephones, email communications, queue placements, ticketing or quality control. Assigned shifts are determined by shift bid based on operational needs and may include weekend days and overnights. Office is open 365 days a year. Testing will be required during interview.


Essential duties and responsibilities include the following, however other duties may be assigned.

  1. Maintain up to date knowledge of Virtuoso Air contracts with all preferred suppliers to calculate the applicable commission or member mark-up for ticket requests.
  2. Responsible for setting up records for ticketing that are exceptions to the automated ticketing process or are rejected by the auto-ticketer for manual intervention.
  3. Clear and complete understanding of the automated ticketing and QC process.
  4. Understand the GDS exchange process to issue a quoted ticket change from either a Frontline Consultant or the Virtuoso Air Exchange Department.
  5. Basic understanding of the of IAR, ARC, invoicing & Virtuoso Air back-office procedures to reduce the amount of errors on the daily report.
  6. Maintain personal agent queues for automated QC & schedule changes.
  7. Utilize excellent customer service skills to assist Virtuoso members in resolving issues surrounding their ticket requests.
  8. Attend required Virtuoso Air trainings for purposes of the day to day operational needs of the department.
  9. Execute the ticketing functions for exchanges in all GDS that are quoted and queued by the Exchange Desk.
  10. Process all EMD's associated with exchanges in all GDS systems.
  11. Responsible to quote exchange fees and penalties to Virtuoso members utilizing current airline fare and validity rules in all GDS systems.
  12. Process refund requests from Virtuoso members utilizing current airline fare rules, validity rules and Virtuoso back-office procedures.
  13. Have a basic understanding of the of IAR, ARC, invoicing & Virtuoso Air back-office procedures to reduce the amount of errors on the daily report.


Educational and Skills Requirements:

  • High school diploma
  • Travel Industry School or equivalent
  • International tariff training
  • 2+ years of customer service and international travel industry experience
  • Sabre, Apollo, & Amadeus experience or the ability to learn
  • 2+ years working with multiple international airline agreements
  • CTA/CTC preferred
  • Excellent written and verbal skills
  • Fluent in Spanish a plus
  • Ability to multitask, prioritize, and problem solve in a deadline driven environment
  • Proficiency in MSWord, MSExcel, PowerPoint and Outlook
  • Applicable Virtuoso Air certification courses for job function
  • Annual required Virtuoso Air continuing education credits


Type/Nature of Contacts:

External: Daily contact with Airline sales representatives, tariff departments, reservation desks and Virtuoso members including owners, managers, and front-line counselors.

Internal: Daily contact with Virtuoso staff.


Virtuoso offers a competitive salary and full benefits package, including medical/dental/vision/life, a company matched 401(k) savings plan, and more. Virtuoso is an equal opportunity employer, dedicated to promoting a diverse workforce.

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