Member Services Specialist

Internova Travel Group

5d•Remote

About The Position

In 1979, our founding editor left corporate life to travel the world. In his desire for authenticity, he sought out small hideaways in unspoiled corners of the globe, sharing his findings through a monthly newsletter under the pen name Andrew Harper. Over the years, the Hideaway Report evolved into a members-only luxury travel site with an expanded menu of curated content, including in-depth articles about a destination’s best hotels, restaurants, sightseeing and activities, as well as articles on villas, cruising, tours and sample itineraries. At Andrew Harper, an Internova Travel Group company, members enjoy full-service trip planning and exclusive travel perks at top-tier hotels, villas, cruises, safaris and beyond. Additionally, they gain entry to private auctions and receive year-round exclusive offers from esteemed hotels and travel partners globally. Members receive access to private auctions and ongoing offers throughout the year from favored hotels and travel partners around the world. Click here for more information about Andrew Harper.

Requirements

Bachelor's degree or equivalent experience required
2+ years of customer service experience.
Create positive first impressions with customers.
Exceptional written and verbal communication skills.
Ability to listen and identify problems and offer solutions.
Detail-oriented, deadline-driven, team player.
Ability to manage high volumes of inbound and outbound communication.
Proficiency in applications such as Microsoft Excel, Word, and PowerPoint
CRM database experience.

Responsibilities

Supporting the overall member experience, the primary objective of this role is to provide exceptional communication and service to all current and prospective members and positively impact member engagement, satisfaction, growth, and retention.
Communicating directly with members, answering general questions about Andrew Harper, facilitating travel leads and other inquiries, resolving and escalating issues relating to the membership experience, and providing general administrative tasks to support the business.
Positively impact every member (and potential member) interaction with timely professional and personable correspondence via phone calls, emails, and web chats, while resolving issues, providing technical support, building rapport, providing exemplary service and championing the unique values of Andrew Harper.
Engage to impact the conversion of members and potential members into transactions through membership upgrades, renewals, referrals, plus encouraging and warming leads for the travel office.
Conduct general ongoing responsibilities such as guest arrival notices, managing calls/chats/emails, maintaining accurate information in databases, Clientbase, and H360, updating profiles, recording interactions, and more.
Resolve or escalate member/customer issues to the appropriate department or manager as needed.
Contribute to tasks as defined by the partner support manager, such as processing hotel and travel partner updates in H360, researching partner-related information, assisting with project-planning, report building, and more.