Job summary
Remote Call Center Representative (2nd Shift)Entry level position in the Contact Center handling inbound contacts and providing travel advice and guidance resulting in the successful creation or modification of travel reservationsPart of a small training group of new agents that will train for approximately eight weeks
Job seniority: entry level
Responsibilities
• Successfully completes Travel Incorporated Travel Consultant training and mentoring program, mastering all topics and demonstrating proficiency of applicable skills• Handles client contacts and all follow up tasks with limited support• Assesses client needs through active listening and probing questions• Develops travel plans and solutions based on client's goals and timeline/itinerary• Reviews travel plans to uncover additional needs and opportunities• Demonstrates knowledge of Company travel planning philosophy and approach, products and services, itinerary strategies, and other aspects of travel planning• Accurately and efficiently resolves client issues and needs• Coordinates effectively with internal support staff to ensure timely and accurate administration• Proactively identifies opportunities to improve the client experience• Accurately and thoroughly completes all required client transactions
Requirements
• HS or equivalent combination of education and experience• Previous client service experience; work in a contact center environment preferred• Solid digital literacy with common business tools including internet, chat and email• Effectively discusses and explores complex and personal topics in a way that clients understand• Ability to use effective inquiry to identify/detect client needs and priorities; creates an environment of trust and makes clients comfortable sharing personal information• Exhibits excellent communication skills and phone presence while engaging with clients; shares information concisely• Effectively solves client problems and offers appropriate solutions; makes next steps clear• Strong ability to build consultative client relationships• Strong process orientation; works consistently; thrives in a structured environment; detail oriented• Passionate about client service; genuinely motivated to make a positive impact for others• Ability and willingness to learn and apply the Company client service model (consultative)
Key Skills Needed
• Previous client service experience• Solid digital literacy• Good communication skills• Problem-solving skills• Relationship building• Detail and process orientation• Client service focus
