Customer Service Director

3 days ago


Downers Grove, Illinois, United States Abercrombie & Kent USA Full time
Job Title: Director, Guest Relations

At Abercrombie & Kent USA, we are seeking a highly skilled and experienced Director, Guest Relations to lead our guest relations and quality assurance efforts in the US source market. As a key member of our team, you will be responsible for ensuring timely and complete tracking, follow-up, resolution, and response to all guest issues.

Key Responsibilities:
  • Manage the guest relations team, which handles all inbound feedback via phone, email, and internal referrals.
  • Ensure all issues are assigned, tracked, appropriately prioritized, and responded to in a timely manner by the team.
  • Oversee the investigation and resolution of complaints, engaging with the product team and local offices/suppliers where required.
  • Personally handle escalated issues and inform the Managing Director as appropriate.
  • Recommend refund and future travel credits where required to resolve guest issues. Ensure accurate and timely processing.
  • Analyze survey data, identify trends, and collaborate with products to eliminate recurring complaints and customer service issues.
  • Assist with the insurance claims process when required and maintain a positive working relationship with the insurance company.
  • Oversee the Emergency Duty team to ensure knowledgeable and reliable 24/7 emergency coverage for guests who are traveling.
  • Maintain up-to-date documentation of all processes.
Requirements:
  • A compelling leader who can drive strong customer service and quality focus in the organization.
  • Expert in best practices in customer service and quality.
  • Solution-oriented with sound judgment.
  • Strong analytic skills; comfortable working with data and identifying trends.
  • Demonstrated experience creating processes, tools, and training for a successful customer service team.
  • Effective communicator with guests, resolving escalated issues, and colleagues, collaborating across the organization.
  • Education and Experience:
  • College degree or equivalent experience.
  • 10+ years of customer service and quality assurance experience.
  • 7+ years of management experience.
  • Working knowledge of the travel industry desired.
Special Requirements:
  • Available for Emergency Duty questions and calls during evenings and weekends.
  • Evening and weekend hours may be required in the event of a crisis.
  • International travel may be required (and maintain a current passport).
Benefits:
  • Health Care Plan (Medical, Dental & Vision).
  • Retirement Plan (401k, IRA).
  • Life Insurance (Basic, Voluntary & AD&D).
  • Paid Time Off (Vacation, Sick & Public Holidays).
  • Family Leave (Maternity, Paternity).
  • Short Term & Long Term Disability.
  • Training & Development.
  • Work From Home.
  • Wellness Resources.


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