Travel Agent Support Specialist (Customer Service Representative) - Full Time
WorldVia
We're looking for experienced travel agents who want to leverage their skills to help our extensive network of independent travel agents succeed in their businesses.
This position is not a travel sales role but requires travel sales experience to support our independent agents/agency owners adequately.
Our Agency Services team acts as a liaison, provides product information, and resolves any emerging problems that our travel agents/agency owners might face with accuracy and efficiency.
The best candidate is genuinely excited to help customers. They're patient, empathetic, and passionately communicative. (They love to talk.) They can put themselves in their clients' shoes and advocate for them when necessary.
Problem-solving comes naturally to our team. They are confident at troubleshooting and investigate if they don't have enough information to resolve customer issues.
Our mission is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
In this role, you will have the:
- Ability to enjoy a fully-remote, flexible work experience that offers the lifestyle you want
- Opportunity to shine working alongside a team of experienced, forward-thinking team members who are down to earth, like to have fun, but take winning seriously
- Chance to make your mark as our company expands while enhancing our reputation in the travel community
- Enthusiastic support for your continued professional and personal development
Responsibilities
- Respond to member inquiries through a variety of channels, including telephone (inbound and outbound), video calls, email, and live chat
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/customer service team targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
About Us
WorldVia is one of the fastest-growing brands in travel. A powerhouse travel marketing company backed by one of the most vibrant and dynamic independent agent networks in America, Travel Quest Network. We partner with thousands of independent travel professionals to market and deliver excellent travel experiences to every destination on the planet.
Before the coronavirus pandemic, Travel Quest Network/WorldVia grew at an average of 65% per year. Today, we're rebounding at fantastic speed and expect to be bigger than ever by the end of 2022.
Great talent is at the heart of our expansion strategy, and we are looking for superstars to join our team.
Requirements
- Proven customer support experience or experience as a client service representative—travel industry experience, especially in an agency environment preferred
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school degree
Benefits
- Flexible work environment; Fully-remote position with occasional visits to our Atlanta headquarters (a few days per year is anticipated)
- Employer-Sponsored Medical and Dental Insurance with Employee Contribution
- Fully-Funded Life Insurance (1x salary) & LTD (Long-Term Disability Insurance)
- Optional Employee-Paid Vision Insurance and STD (Short-Term Disability Insurance)
- HSA (Health Savings Account)
- 401k with company match
- Paid Time Off + Company Holidays
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