Customer Service Representative

2 weeks ago

Boca Raton, United States Travelpro Products, Inc. Full time

Job Type

Full-time

Description

What We're Looking For

Travelpro is seeking a Customer Service Representative to join our Customer Services team

What You'll Do

  • The primary function is answer and resolving eTickets created from emails, calls and chats. eTickets are to be managed efficiently, meeting department performance KPI standards to meet and satisfy customer requests.
  • Communicate with customers via inbound/outbound methods including but not limited to: Emails, Calls, Live Chat
  • Multi-tasking using multifunctional software tools.
  • Assist customers with placing orders, refunds, returns and other order functions on the Travelpro E-Commerce sites
  • Effective listening and empathy skills to work with diverse customers with a wide range of challenges to achieve first resolution.
  • Effective discovery and proactive skills to uncover hidden customer needs.
  • Self driven with active ability to identify actions necessary to complete tasks and achieve results.
  • Experienced in a high-volume trouble ticketing function environment.
  • Experienced in a call center environment with departmental measurable KPIs such as but not limited to: Adherence, ACW, Resolution time, etc.
  • Customer Service Expert mentality that is responsible, punctual and seeks to contribute positivity in a team working environment.
  • Excite the customer and build relationships-earning their loyalty and trust by being polite and helpful
  • Perform other duties as assigned
Requirements

What You'll Need
  • High School Diploma. Any equivalent combination of education, training, and experience will be considered.
  • Minimum 2 years of customer service and/or call center experience. Experienced in travel industry a plus.
  • Strong data entry and ticket resolution skills required.
  • Knowledge of Microsoft Office applications (Word, Excel)
  • Excellent verbal and written communication skills are essential, as well as the ability to clearly, concisely and effectively transmit desired message.
  • Must be detail-oriented and possess strong organizational skills.
  • Personal qualities of integrity, credibility and commitment
  • Must have sound judgment, reasonability, organized, and maintain high attention to detail
  • Willing to work flexible hours when necessary to support the business requirements.
  • Perform various other duties and activities as assigned by Manager within the physical constraints of the job.
  • Applicant must be dependable and meet attendance requirements.
  • Strong working knowledge of Customer Service.
  • Sound judgment and effective organizational administrative skills.

What We Offer

Inspiring Company Culture - Help one another, never stop improving, lead by example, own your work, and have fun together.

Rest & Relaxation - Paid Time Off, company-paid holidays and some flexible work schedules

Comprehensive Health Benefits - Medical, Dental, Vision, Health Savings Accounts, and Wellness Programs

Preparing for your Future - 401K company match

Employee Resource Groups - Employee-led social committee to promote employee wellbeing and cross-functional collaboration along with community awareness, impact, and support of a culture where everyone belongs.

About Travelpro

At the heart of Travelpro® is a man who knew more about travel than most. As a commercial airline pilot, Bob Plath crisscrossed the globe a thousand times, always with suitcase in tow. He saw what happened to luggage over time and the toll in took on the traveler hauling it. Bob thought there had to be a better way. Dedication is at the heart of our success. At Travelpro®, we believe that a company is only as good as its people, and when associates are treated as the greatest asset, the worth of the company is magnified. We demonstrate this by fostering individual achievement, recognizing contributions, and rewarding excellence. With customers as our focus and people as our priority, even the sky is no limit.

Travelpro is drug-free workplace, and an equal opportunity employer committed to diversifying its workforce. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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