Senior Ticketing Agent

About the role

The Senior Ticketing Agent ensures that performance metrics and service levels are consistently met while supporting Nexion Travel Group’s objectives for agent satisfaction, retention, and profitability. This partially‑remote position works a 9:30 am – 6:15 pm CT schedule and may include weekends and holidays.

Key responsibilities

• Perform day‑to‑day ticketing in three GDS platforms, handling emails, queues, and phone calls for both individual and group bookings.
• Maintain a ticketing accuracy of 99 % or higher, including complex exchanges, voids, and refunds.
• Manage exception ticketing, call center queue flow, and customer inquiries.
• Balance cash sales for group ticketing and keep precise records to meet mandated ticketing dates.
• Build relationships with internal and external customers, proactively suggesting solutions.
• Identify and implement automated quality‑control processes to reduce fraud and improve efficiency.
• Support operational recommendations to achieve customer service and call‑quality targets.
• Participate in special projects and other duties as assigned.

Required profile

• Strong knowledge of operational procedures, metrics, and customer‑service relationships.
• Proficiency in at least one GDS system with the ability to learn additional GDS platforms.
• Positive attitude and drive for personal and business success.
• Understanding of airline group policies and procedures.

Required skills

• GDS (Amadeus, Sabre, Galileo) ticketing expertise.