Customer Service Associate

2 weeks ago

Chicago, United States AHI INTERNATIONAL Full time

**Who is Certares Homecoming?**

Our Company has been creating innovative, small-group, affinity travel programs for intellectually curious and discerning travelers for almost 100 years. Our trips are educationally and culturally focused, delight the mind, and ensure that the experience is a comprehensive one. We offer luxury land, river, and cruise itineraries curated by a team of experts who bring decades of experience in planning travel programs around the globe. With deep relationships worldwide and a hard-working, travel-loving team, we continuously reimagine and deliver top quality experiences that our travelers will remember for a lifetime.

**Job Summary**

AHI Travel is seeking to add a **Travel Coordinator **to our team. Ideally this person would have experience in customer service or hospitality. In this role, you will be responsible for completing the sale of exclusive-to-AHI, five-star, all-inclusive luxury trips in exotic locations all over the world. This role will work closely with the AHI operations, air, and marketing teams to become well versed in all the details of the unique travel programs AHI develops. In addition, this role will be the main point of contact for each traveler up until and through the completion of their trip.

**Essential Job Functions**:
The Travel Coordinator is responsible for the following:

- Provide a positive and proactive customer service experience when assisting passengers with their trip.
- Ability to manage high-volume calls to assist travelers with their itineraries, inquiries, bookings, etc. Within 24 hours of their initial contact.
- Ability to manage dynamic timelines based on the assignments this role is managing.
- Build positive relationships with our passengers/associations to enhance the image and perception of our company.
- Ability to work in a booking software program and staying up to date on the assignments this role is responsible for.
- Collaborate with other Travel Coordinator Specialists to facilitate a positive experience for our customers.

**What you bring**:

- High school diploma or GED is required.
- Associate’s or Bachelor’s degree in a related field is highly preferred, but not required.
- Minimum of one to three years of international event/travel planning, destination management experience, or Cruise/Hotel customer service/tour management experience is strongly preferred.
- One to two years of call center or high-volume customer service experience is preferred.
- Luxury hotel or cruise ship knowledge is a plus.
- General understanding of major international airports and cruise ports around the world.
- General understanding of cruising, itineraries, and how to navigate international travel is a must.
- Ability to read flight manifests and build master travel reports such as flight manifests, cruise, and hotel reports.
- General understanding of University Alumni Associations.
- Experience with CRM (HubSpot) a plus.
- Excellent written and verbal communication skills, including the ability to represent the Company effectively in a variety of situations.
- Must be available to answer calls M-F from 9AM-5:00PM CST. Overtime may be granted for high-volume times.
- Well organized individual that is deadline oriented and able to make decisions in a fast-paced work environment.
- Team player, who is also able to work well independently with mínimal supervision.
- Excellent computer skills including and with an emphasis on Excel, MS Word and Outlook.

**What you can expect**:
This position is a potentially life changing career opportunity. The Travel Coordinator Specialist should thrive in a culture focused on accountability, process, and metrics. This person must be organized, calm under pressure, and passionate about world travel, geography, history, and culture. Additionally, this person is an excellent communicator, both online and in person.

**Personal Characteristics**:

- A self-starter, confident in your abilities, self-motivated and able to work effectively with little supervision.
- A high-energy, results-oriented individual who can make a difference; an individual who takes the initiative, makes things happen, accepts accountability, and has a "can do" attitude; has a sense of urgency.
- Solid business acumen with qualitative and quantitative analytical skills.
- Creative and flexible in attitude and style to adapt to new situations in a rapidly changing, dynamic environment.
- Desire to work for a growing company that can offer career progression.
- A strong value system, unquestioned integrity, and good listening skills.
- Ability to thrive in a team environment.

**Benefits**:
Our Company works hard to embrace diversity and inclusion and encourages everyone to bring their authentic selves to work every day. We offer a variety of benefits to our associates:

- Retirement Plan
- Medical, Dental, and Vision Coverage
- Disability Insurance, Critical Illness Insurance and Accident Insurance
- Life Insurance
- Paid Time Of

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