Group Service Specialist (Remote Opportunity)

Hyatt • Milwaukee, WI

370d • Remote

About The Position

The Group Service Specialist at ALG Vacations, part of Hyatt, is responsible for providing exceptional customer service to travel advisors and managing their inquiries and requests. This remote position involves handling phone calls and chats, owning cases, and ensuring efficient task completion while meeting key performance indicators. The role emphasizes building customer rapport and collaborating with team members to enhance service delivery and process improvements.

Requirements

• High School Diploma or equivalent required.
• 2 years of customer service experience preferred.
• Proficiency in Microsoft Suite of tools - Excel, Word, TEAMS & PowerPoint.
• Experience utilizing CRM tools to manage business.
• Strong customer service and problem-solving skills.
• Great technology skills and detail-oriented.
• Ability to work with team members in both an office and remote environment.
• Maintain focus and energy in a fast-paced group environment.
• Strong analytical and problem-solving skills.
• Excellent written, oral, and interpersonal communication skills.
• Ability to travel up to 5%, domestically or internationally.

Responsibilities

• Handle Travel Advisor phone calls, chats, questions, and requests.
• Own and close cases and tasks, consistently meeting KPI expectations.
• Assist with finalization and manage the phone queue during busy seasons or when team members are unavailable.
• Monitor Room Lists and Final Countdown Letters, assigning the Queue as needed.
• Strive to grow repeat business by building customer rapport and providing outstanding service.
• Collaborate with other service team members and leaders to meet team expectations and suggest process improvements.
• Perform other duties or special projects as required or assigned by the leader.

Benefits

• Travel Perks and Benefits for both ALG Vacations and Hyatt
• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short- & Long-Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Accommodation
• Education Level: High school or GED