Travel Support Specialist

1 week ago

Pompano Beach, Florida, United States Cruise Planners Full time
Job Overview

Position Title: Travel Customer Support Representative (Hybrid)

Employment Type: Hybrid (Remote on Mondays and Fridays; On-site from Tuesday to Thursday)

Company Overview: Cruise Planners stands as the foremost franchisor of home-based travel agencies nationwide, specializing in the independent booking of cruises, tours, and land vacations. Recognized as a Top Producer by nearly every cruise line, tour, and resort company, Cruise Planners has consistently been acknowledged as the No.1 Cruise Tour/Travel Agency by Entrepreneur Magazine for a decade. The company has also been highlighted as one of the top 30 franchise innovators in technology.

Role Summary: As a Travel Customer Support Representative, you will be equipped with the necessary 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, delivering service with professionalism, patience, and a positive attitude.

Key Responsibilities:

  • Handle incoming calls, chats, and email inquiries directed to the support team.
  • Provide timely and professional responses to franchisee inquiries and challenges.
  • Resolve issues and troubleshoot technical difficulties.
  • Engage in dialogue to better understand ongoing problems.
  • Communicate estimated resolution times to agents.
  • Utilize screen sharing tools as necessary to assist in diagnosing technical or software issues.
  • Act as a liaison between departments to facilitate problem resolution.
  • Identify recurring user challenges and report them to management.
  • Deliver training on proprietary tools and offer general software support.
  • Assist franchisees with inquiries regarding third-party products and vendor recommendations.
  • Coordinate with third-party vendors as needed to resolve issues.
  • Support marketing initiatives, order processing, and client list generation.
  • Document call details and enter key notes into proprietary systems.
  • Develop or suggest how-to guides or video tutorials to assist franchisees.
  • Participate in offsite events as required.
  • Perform other related duties as assigned.

The responsibilities outlined above provide an overview of the essential functions of the role. This is not an exhaustive list of all functions and responsibilities that may be required.

Required Competencies:

  • Comfortable working in a call center environment.
  • Excellent verbal and written communication skills, customer service orientation, problem-solving abilities, and marketing knowledge.
  • Ability to multitask and stay organized.
  • Familiarity with social media and email platforms.
  • Experience with Android and iOS support.
  • Proficiency in remote or screen-sharing software.
  • Knowledge of Microsoft Office Suite and remote software support.
  • Familiarity with email clients such as Outlook and Apple Mail.
  • Experience with Word, Excel, and PowerPoint.
  • Prior experience in the travel industry is preferred.
  • Bi-lingual candidates are preferred.

Minimum Requirements:

  • High School Diploma or equivalent.
  • 2-3 years of relevant experience.
  • Previous experience in a call center is advantageous.
  • Strong customer service skills.

Cruise Planners is committed to providing equal employment opportunities to all team members and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or veteran status, in accordance with applicable laws.

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