Job Description

Position Summary
The ARC Specialist role will serve Costco Travel in a technical capacity to evaluate any discrepancies in the accounting of airfare with regular and ongoing reporting across different channels, and lines of business (primarily the Operations and Finance departments). This role will be primarily responsible for the execution of the daily reporting to provide key performance indicators (KPIs) of air volume, sales, and overall health of our air business to the leadership team. The role also identifies, recommends, and develops systems, enhancements, and technical requirements to Costco Travel leadership to increase efficiencies.

• Ensures the balance of Costco Travel’s outgoing payments to the airlines are matching the incoming income, to be matched by ticket values between ARC Reporting and Compass Reporting.
• Understands ARC, BSP, and their processes and tools.
• Understands IATA and the processes needed to stay in compliance with their certification.
• Partners with Costco Travel staff to create and maintain P2K articles to support the needs of the business.
• Develops strong partnerships with Air department management, Accounting, and other departments to understand the department’s reporting and data needs.
• Collects and analyzes data to initiate, recommend, and develop improvements to better serve our members and agents through system productivity, reduced errors, and reduced cost.
• Develops and evaluates periodic operational performance reports including air sales, air ticket volumes, and air error ratios at both an individual and enterprise level.
• Coordinates communication of key operational information to appropriate departments and individuals.
• Identifies and escalates member-impacting issues and opportunities for improvement.
• Develops improved reporting and considers alternative report tools.
• Creates, interprets, and presents graphically compelling presentations to large groups.
• Creates and maintains documentation for all reporting processes and procedures.
• Communicates and collaborates with analytics team members to ensure timely delivery of reports.
• Reviews ad hoc requests for feasibility and delivery timeframe estimates.
• Serves as IT liaison to the air department staff for technology projects, needs, and improvements including call and contact routing systems and call center support tools.
• Regular and reliable workplace attendance at your assigned location.

• Computer, phone, printer, copier

• Assists in other areas of the department as necessary.
• Assists in other areas of the company as necessary.

• Same as Essential Functions

• 1-year experience with data analysis/reporting in the call center environment.
• Will need to become ARC Specialist certified.
• Will need to complete IATA/BSP training.
• Proficiency in ARC’s settlement tools.
• Strong foundation in mathematics and statistics.
• Advanced knowledge of air industry terminology, call center terminology, KPIs, and technology.
• General understanding of relational database concepts and data sources for reporting.
• Demonstrated ability to analyze data and translate analysis into meaningful, accurate, and timely reports and visualizations.
• Strong interpersonal communication skills with the ability to communicate complex information in a clear and concise manner, and work with staff at various levels and focus.

• Experience using reporting data from SABRE, Travcom, Cornerstone (iBank), and ARC.
• Experience using accounting software.
• Mastery-level knowledge of MS Office products including Excel, PowerPoint, and Word; use of Visio and Access are a plus.
• Knowledge and experience in process improvement.

• Management will review the Job Analysis for this position prior to a job offer.

Compensation: $21.00/hr + $3/hr premium - $31.90/hr + $3/hr premium (pay based on experience).

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