Travel Support Specialist
2 weeks ago
Position Title: Travel Customer Support Representative (Hybrid)
Salary: Competitive
Company Overview: Cruise Planners is a leading franchisor of home-based travel agencies across the nation, specializing in the booking of cruises, tours, and land vacations. Recognized as a top producer with numerous cruise lines and tour companies, Cruise Planners has been honored as the No.1 Cruise Tour/Travel Agency by Entrepreneur Magazine for a decade and has been highlighted as one of the top 30 franchise innovators in technology.
Role Summary: In the capacity of a Travel Customer Support Representative, you will receive comprehensive training to assist our franchisees in managing their operations effectively. This role serves as the primary point of contact for addressing general inquiries related to our proprietary travel research and booking software. You will engage with clients through inbound calls, chats, and emails, ensuring a professional and patient approach.
Key Responsibilities:
- Handle incoming calls, chats, and email inquiries directed to the support team.
- Provide timely and professional responses to franchisee inquiries and challenges.
- Diagnose and resolve technical issues effectively.
- Engage in active listening to understand and clarify pending problems.
- Communicate estimated resolution times to franchisees.
- Utilize screen sharing tools to assist in troubleshooting software issues.
- Collaborate with other departments to facilitate problem resolution.
- Identify recurring user challenges and communicate them to management.
- Deliver training on proprietary tools and offer general software support.
- Assist franchisees with inquiries regarding third-party products and vendor recommendations.
- Communicate with external vendors as necessary to resolve issues.
- Support marketing initiatives, including ordering and client list generation.
- Document call details and maintain accurate records in proprietary systems.
- Develop how-to guides or video tutorials to assist franchisees.
- Participate in offsite events as required.
- Perform other related duties as assigned.
The above responsibilities provide an overview of the essential functions of the role and are not exhaustive.
Required Competencies:
- Comfortable working in a call center environment.
- Excellent verbal and written communication skills, along with strong customer service and problem-solving abilities.
- Ability to manage multiple tasks efficiently.
- Strong organizational skills.
- Familiarity with social media and email platforms.
- Experience with Android and iOS support.
- Proficiency in remote support software.
- Knowledge of Microsoft Office Suite and desktop support.
- Familiarity with email clients such as Outlook and Apple Mail.
- Proficient in Word, Excel, and PowerPoint.
- Experience in the travel industry is preferred.
- Bi-lingual candidates are preferred.
Qualifications:
- High School Diploma or equivalent.
- 2-3 years of relevant experience.
- Previous experience in a call center is advantageous.
- Strong customer service skills are essential.
Cruise Planners is committed to providing equal employment opportunities to all applicants and team members, ensuring a diverse and inclusive workplace.
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