Afterhours Ticketing Coordinator

American Express

United States - Virtual Location Remote only

Full time

US$20-35 (hourly)

Customer Service

Remote Overnight

Mar 18

Afterhours Ticketing Coordinator

United States - Virtual Location

Role Summary

The Afterhours Ticketing Coordinator is accountable for managing queues, issuing tickets for the after-hours team, managing online reject queues and setting up IROP and exchanges to assist teammates.

The after-hours desk is open, 7 days a week, 365 days a year. We are hiring for a nights/weekend shift.  We are open to 4x10 or 8x5 schedules, dependent on desire and a win/win schedule for you and the team. Position requires some schedule flexibility as occasional, temporary shift changes may be necessary for staffing reasons. Candidates receive top hourly wages; pay differential for our evening, overnight and weekend shifts ranges from 10 – 15% (contingent upon shift) or 50% shift differential for double weekend hours.

Job responsibilities

Responsible for Ticketing support to the Operations team and Online rejects

  • Manual issuance of Tickets
  • Identifying and correcting errors/failures from automation
  • Processing refunds
  • Processing Exchanges
  • Contacting Clients via email to resolve any issues related to payments
  • Managing queues (schedule changes, reissues, manual issues) & Mail
  • Verifying calculations on exchange files
  • Set up IROP for automated exchange tool
  • Issuing all files by EOD to meet our SLA’s
  • Schedule Changes and Upgrades
  • Handle files in the Schedule change queue (i.e., minimum connection time, removing UN/UC segments and generating emails to the clients)
  • Process Upgrade PNRs on queue
  • Supporting mailboxes to ensure everything is addressed in a timely manner.
  • Alerts for missed ticketing
  • Answer questions directed to shared mailbox
  • Action support ticket requests
  • Manage Queues for online rejects

What we are looking for

  • Efficiency/knowledge in exchange processing
  • Counselor skills / experience required
  • Superior customer service skills
  • Highly detailed and organized
  • Flexible to work schedule- working nights and weekends
  • Ability to work independently, be self-motivated and take initiative
  • Ability to find creative work-around for unusual situations
  • Ability to work and negotiate with airline partners to ensure customers enjoys a seamless travel experience.
  • Strong Sabre Skills



United States - Virtual Location



The US national hourly wage range for this position is from $20.00 to $35.00 per hour.  The national range provided includes the hourly rate that GBT expects to pay for the role.  Actual hourly wage rate will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

This role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance.  For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

GBT 2023 Benefits-at-a-Glance



It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.


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