Call Center Customer Service Specialist-Quality Reward Travel / Travel Consultant

Maritz • Fenton, MO

49d • $15 • Hybrid

About The Position

Basic Purpose: Responsible for handling inbound calls, assisting customers with inquiries, resolving issues, and providing exceptional service. This includes, but is not limited, to processing airline, car rental and hotel reservations, as well as answering questions related to online travel booking portal. Scope: Supports moderate to complex programs with multiple campaigns or clients. No budgetary responsibilities. No supervisory responsibilities. Reporting and Working Relationships: Reports to supervisors (lead agents) Starting pay begins at $15/hour. Schedule Monday-Friday 8a-430pm CST rotating Saturdays 8a-430pm CST. Location: Fenton, MO – opportunities for hybrid schedule upon successful completion of training program.

Requirements

• Three to six months of prior experience in a call center, customer service, or travel agency setting is preferred but not required.
• Clear speaking voice, excellent grammar, and strong verbal and written communication skills are essential.
• Ability to manage several things at the same time, strong retention, research, analytical, and problem-solving abilities are required.
• Proficiency in using PCs and navigating various software applications is required.
• High school diploma or GED is required.

Responsibilities

• Demonstrates thorough understanding of recommending and booking travel reservations after successful completion of four-week on-site training program. This training includes both classroom assessment as well as sit-beside training.
• Receives/researches incoming inquiries via inbound calls and utilizes approved scripting to handle questions and issues regarding programs and services. The approved scripting will also be used to book travel reservation(s).
• Meet performance metrics, including call handling time and customer satisfaction scores.
• Accurately processes customer travel reservation(s) using applicable GDS system provided.
• Maintain customer account security using internal software solutions.
• Resolve customer issues and complaints efficiently and escalate complex issues when necessary following internal processes and procedures.
• Collaborate with team members and other departments to ensure seamless customer service.
• May provide training support to new hires training which involves sit besides allowing the new hire to demonstrate the knowledge they acquired in the classroom setting.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees