Client Care Emergency Services Specialist

COLLETTE TRAVEL SERVICE INC• US,

12d•Remote

About The Position

Collette is hiring Client Care Emergency Services Specialists to join its Client Care Team in a remote role. The specialist answers incoming calls on Collette’s emergency phone line and responds to issues such as flight and transportation delays, passenger illness, and injuries occurring while on tour. The role provides an elevated level of empowerment to make decisions and resolve issues, requiring confidence, creative thinking, customer-service orientation, and problem-solving skills. The specialist resolves emergency situations and complaints involving clients, tour managers, and vendors, coordinating with other departments as needed. They represent Collette to passengers and ensure interactions reflect the Customer Care Center philosophy in quality and efficiency. The role also documents and tracks issues for trend analysis, completes required Client Care Center training, and supports call-center operations and company values. The scheduled hours are Thursday through Monday, 12:00 a.m. to 8:30 a.m. EST. The position may require schedule adjustments, overtime, holidays, and weekends as needed.

Requirements

One to three years of experience.
Ability to remain calm in a continuously stressful environment.
Ability to show sympathy and empathy while adhering to company policy.
Fact-driven and analytical approach.
Ability to work with people and handle interpersonal issues.
Logical decision-making skills, including making rapid decisions using a defined framework, process, and policy.
Ability to defuse stressful and confrontational situations.
Team-oriented approach.
Self-starter and self-learner.
Excellent communication skills.
Strong computer skills.
Strong attention to detail and ability to organize and prioritize daily activities.
Flexibility to adapt communication approaches to different styles and personalities.
Conflict-management skills, including resolving issues under stress and demonstrating personal resilience.
Ability to work scheduled shifts and, as needed, adjust schedules and work overtime, holidays, and weekends.

Nice To Haves

Working knowledge of CRM management, Microsoft Excel, Outlook, and Word.
Spanish or French speaking skills.
Associate’s or bachelor’s degree; the employer will consider any combination of education and experience.

Responsibilities

Answer incoming calls on the Collette emergency phone line.
Resolve emergency situations and complaints involving clients, tour managers, and vendors, coordinating assistance from appropriate departments.
Contact appropriate managers, communicate delayed arrivals, check flight status and availability, book alternate reservations, and issue or reissue airline tickets during off-peak hours.
Represent Collette to passengers and ensure customer interactions follow the Customer Care Center philosophy in quality and efficiency.
Document and track issues for future trend analysis.
Successfully complete Client Care Center training and demonstrate proficiency in the training material.
Work scheduled shifts during operating hours, including the training period, and adjust schedules or work overtime, holidays, and weekends as needed.
Take on other tasks or projects supporting employees, managers, and call-center operations.
Work collaboratively to support and promote the company’s values and vision.
Proactively identify ways to improve internal processes.