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Call Center Representative

3 months ago

Duluth, United States Travel Service Full time

Travel Incorporated, 4355 River Green Parkway, Duluth, Georgia, United States of America Req #176 Thursday, July 18, 2024 This is an 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 reservations while providing an exceptional client experience as a Travel Consultant . You will take part in TI University in person at our headquarters in Duluth, GA for eight weeks while you learn the fundamentals. Once you complete training, you will transition to a remote position. This is a remote, but not mobile position where you’ll be assigned a set schedule. Flex scheduling is not available. SCHEDULING: HOURS DURING TRAINING: Monday through Friday from 9:00 a.m. to 6:00 p.m. Eastern Time. Your first six months in this position will be this schedule. After six months, you will transition to the third shift schedule. HOURS AFTER TRAINING: This is a THIRD SHIFT position from 9:00 p.m. to 6:00 a.m. Eastern Time. Available days include Tues-Sat or Sun - Thurs. WHAT YOU’LL BE DOING: Successfully complete the TI University training program, mastering all topics and demonstrating proficiency of applicable skills. Upon completion of training and mentoring period you will assume all responsibilities in Company Contact Center successfully handling client contacts and all follow up tasks with limited support; handles increasingly complex transactions as skills progress. Assess client needs through active listening and probing questions. Develop travel plans and solutions based on client’s goals and timeline/itinerary. Review travel plans to uncover additional needs and opportunities. Demonstrate knowledge of Company travel planning philosophy and approach, products and services, itinerary strategies, and other aspects of travel planning. Educate clients on technical aspects of travel planning principles and enables clients to act with confidence. Accurately and efficiently resolve client issues and needs. Conduct business with the goal of achieving / exceeding performance client survey scores and contact center metrics. Maintain an efficient and productive approach to client interactions. Coordinate effectively with internal support staff to ensure timely and accurate administration. Proactively identifies opportunities to improve the client experience. Assume other duties upon request such as client outreach in support of issue resolution, and outbound calls to clients to ensure all open inquiries are handled completely and to the client’s satisfaction. Accurately and thoroughly completes all required client transactions. Comply with all team, department and company policies and procedures including security protocols. Consistently strives to meet or exceed performance standards related to reliability, productivity, quality, teamwork and other important measures. Perform other duties as assigned. QUALIFICATIONS/SKILLS: EDUCATION: HS or equivalent combination of education and experience. EXPERIENCE: Previous client service experience; work in a contact center environment preferred. TECHNICAL/COMPUTER: Solid digital literacy with common business tools including internet, chat and email. COMMUNICATION: 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. PROBLEM SOLVING: Effectively solves client problems and offers appropriate solutions; makes next steps clear. RELATIONSHIP BUILDING: Strong ability to build consultative client relationships. DETAIL AND PROCESS ORIENTATION: Strong process orientation; works consistently; thrives in a structured environment; detail oriented. CLIENT SERVICE FOCUS: 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). ADDITIONAL REQUIREMENTS: This is a REMOTE / VIRTUAL position (but not mobile) requiring a dedicated, distraction-free workspace. Your work location must have access to high speed internet. Travel Incorporated cannot support the following internet service providers: Satellite from any provider, Verizon, T-Mobile. Equipment will be provided by Travel Incorporated. Travel to our Duluth office is required for training and 2 to 3 times per year (for one week at a time). WHAT WE OFFER: At Travel Incorporated, you'll be part of an established and well-respected company that provides the absolute best service to our customers. In addition, we are forward-thinking and have stayed ahead of the curve in our industry through innovation, technology and constant process improvement. Our dedicated associates give their best every day, and have fun while doing it In this role, you will contribute from Day One , and your voice will be heard as our Travel Consultants stand at the forefront of our business. Learn more about our business and culture by visiting www.travelinc.com. Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at hr@travelinc.com. Connecting innovative technology with superior service to advance business travel This is a remote position which will be located at the associate’s permanent residence. Candidates must reside in a state where Travel Incorporated is currently hiring and we reserve the right to decline applications based on location. Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at hr@travelinc.com. Connecting innovative technology with superior service to advance business travel #J-18808-Ljbffr