Travel Consultant

1 month ago

Duluth, Georgia, United States Travel Incorporated Full time
Travel Consultant Job Description

Are you a fluent French speaker looking to excel in a role that thrives on client interaction? Look no further than becoming a Travel Consultant at Travel Incorporated.

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 be part of a small training group of new agents that will train on-site at our headquarters for 12 weeks in Duluth, Georgia. Following formal training, new consultants will work closely with trainers and mentors. At the end of training, you will be working remotely from home.

Key Responsibilities:

  • Successfully completes Travel Incorporated Travel Consultant training and mentoring program, mastering all topics and demonstrating proficiency of applicable skills.
  • Upon completion of training and mentoring period assumes responsibilities in Company Contact Center successfully handling client contacts and all follow-up tasks with limited support; handles increasingly complex transactions as skills progress.
  • 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.
  • Educates clients on technical aspects of travel planning principles and enables clients to act with confidence.
  • Accurately and efficiently resolves client issues and needs.
  • Conducts business with the goal of achieving/exceeding performance client survey scores and contact center metrics.
  • Maintains an efficient and productive approach to client interactions.
  • Coordinates effectively with internal support staff to ensure timely and accurate administration.
  • Proactively identifies opportunities to improve the client experience.
  • Assumes 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.
  • Complies 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.

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).

Scheduling:

  • HOURS DURING TRAINING: Monday through Friday from 9:00 a.m. to 6:00 p.m. Eastern Time (4 weeks in person in Duluth followed by 4 weeks remote).
  • HOURS AFTER TRAINING: Starting times range from 7:00 a.m. to 10:00 a.m. Eastern Time. Final schedule may include a Saturday and/or Sunday.

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 https://www.travelincorporated.com/.

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 https://www.travelincorporated.com/contact-us.

Connecting innovative technology with superior service to advance business travel.

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