Guest Services Specialist

Group Voyagers•Remote, US,

22h•$0 - $21•Remote

About The Position

Globus family of brands provides the best in vacations for a wide variety of travel styles, goals, and budgets. Spanning over 450 vacations across more than 80 countries. With 97+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes, and countless joy-filled memories across the globe. The Customer Care department is tasked with growing the Trade side of the business by following promotional direction and generating Trade passenger sales through multiple sales channels; retail travel sellers (primary channel), group sales, and e-sales. The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The departments under Customer Care are Reservation & Associate Support, Diamonds, Digital Support, Trade Groups, Training, Sales, Service, and Guest Services. The Guest Services department creates happy guests by assisting guests who may be having difficulties or need assistance while they are on tour as well as address any concerns post tour. The goal is client retention and customer satisfaction.

Requirements

A minimum of one year or more experience in a customer service problem resolution capacity within a call center environment or in a customer service position
Excellent written and verbal communication skills
Problem solving, De-escalation and Customer Retention skills
Technical and functional skills using a variety of computer applications
In-house this includes the Enterprise Reservation System, Outlook, Internet, Microsoft Office (Teams, Excel, Word, Outlook)
Ability to type at least 35 wpm
Ability to work in a call center environment that includes structure, shifts, performance measurements, etc.

Nice To Haves

Product knowledge of Globus family of brands products, services, policies, and features preferred.

Responsibilities

Resolving service issues for customers on tour to bring early resolution to customer issues and reduce post-tour complaints
Influencing product loyalty by listening to and acknowledging the needs and concerns of the customer, building trust and reducing fears, and efficiently and effectively resolving issues
Maintaining customer and travel agent satisfaction by clarifying the complaint, researching and determining cause of the problem, selecting and explaining the best solution, expediting correction or adjustment and bringing closure to the issue
Identifying trends and quality issues by collecting and analyzing information and forwarding to management
Balancing customer retention goals with company budget guidelines by tracking problem resolution costs
Preparing written correspondence using the appropriate protocols and formats
Handling inbound and outbound /service calls as needed using GVI’s customer service and sales call model
Working in a care and concern capacity during incidents
Developing business relationships and fostering a spirit of cooperation with GVI departments as needed to serve the needs of the customer and travel agents
Contributing to a team effort by accomplishing related results or projects as needed