Client Care Emergency Services Specialist

COLLETTE TRAVEL SERVICE INC• US,

1d•Remote

About The Position

Collette is seeking a Client Care Emergency Services Specialist to join our Client Care Team. This is a remote role with hours Tuesday through Saturday, 12 am - 8:30 am EST. Collette is the longest-running tour operator in North America, a family-owned business leading the industry in innovation and expertise. We are passionate about fulfilling travel dreams and are looking for talent that will help shape the company’s future. Joining Collette means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. We are a value-oriented team that cares for one another and gives back to local communities.

Requirements

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.
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.
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.
One to three years’ experience.
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.

Nice To Haves

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

Responsibilities

Answering all incoming calls on the Collette emergency phone line, addressing issues related to flight and transportation delays, and passenger illness and injuries that may occur while on tour.
Resolving emergency situations and complaints from clients, tour managers, and vendors, which may require assistance from various departments. This includes contacting appropriate managers, 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 each interaction follows the Customer Care Center philosophy in both quality and efficiency.
Documenting and tracking all issues for future trend analysis.
Successfully completing Client Care Center training classes and demonstrating proficiency.
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.