Client Care Emergency Services Specialist

COLLETTE TRAVEL SERVICE INC • US,

8d • Remote

About The Position

Collette is seeking a Client Care Emergency Services Specialist to join our Client Care Team. This is a remote role. Hours are: 7:00 AM – 3:30 PM EST, Friday through Tuesday. About Collette: Let Us Show You the World. There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Requirements

• One to three years’ experience
• Ability to calmly work in a continuously stressful environment
• Ability to be sympathetic and empathetic to the customer while adhering to company policy
• Fact driven and analytical
• Good with people and willing to deal with people issues
• Must be logical with the ability to make rapid decisions using a defined framework, process, and policy
• Able to defuse stressful and confrontational situations
• Team player - we win as a team
• Must be a self-starter and self-learner
• An excellent communicator
• Strong computer skills are necessary, and a working knowledge of CRM management, Microsoft Excel, Outlook, and Word is ideal…Someone who is routinely the Tech Support hotline for his/her family and friends
• Willingness to work hard and have fun doing it!
• Strong attention to detail with an ability to organize and prioritize day to day activities
• Proactively look for ways to improve internal processes
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience

Nice To Haves

• Associate’s/Bachelor’s Degree preferred, but will consider any combination of education and/or experience
• Spanish/French speaking skills a plus

Responsibilities

• Answering all incoming calls on the Collette emergency phone line.
• Resolving emergency situations and complaints that arise from our clients, tour managers, and vendors which may require assistance from various departments in the organization.
• Contacting the appropriate manager, communicating delayed arrivals, checking flight status and availability, booking alternate reservations, and issuing or reissuing airline tickets (during off peak hours).
• Acting as the voice of Collette to the direct passenger, ensuring that each interaction with the customer follows the Customer Care Center philosophy in both quality and efficiency.
• Documenting and tracking all issues for future trend analysis.
• Successfully completing the Client Care Center training classes and demonstrating proficiency of the material to serve as a diverse asset to the team.
• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time, holidays, and/or weekends, as needed.
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Working collaboratively to support and promote company’s values and vision.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree