Overnight Customer Care Agent - AmTrav (Remote)
About The Position
Join AmTrav, a subsidiary of Perk, as an Overnight Advisor supporting business travelers through complex and time-sensitive travel needs. You will use the company’s proprietary booking platform to resolve travel logistics in real time, helping executives and teams reach their destinations efficiently, cost-effectively, and with empathy. The role requires managing urgent situations overnight, including supporting travelers affected by disruptions and finding alternatives when plans change. The position is described as remote for candidates in Illinois, Texas, or Florida, with a permanent overnight schedule of 12:00 AM–9:00 AM, Monday through Friday. New hires complete 12 weeks of immersive training, Monday through Friday, 8:00 AM–5:00 PM CST, before transitioning to the permanent overnight shift. The posting also states that Perk takes an IRL-first approach, with employees working in person three days a week and this role requiring commuting distance to its hubs. Compensation combines hourly pay and stock options. The anticipated hourly wage is $23 plus a $4.80 overnight shift differential, for a stated total of $27.80 per hour. Actual compensation may vary based on qualifications, experience, and other job-related factors.
Requirements
- At least 3 years of experience in a high-touch customer service environment.
- Ability to work the overnight schedule, described as 12:00 AM–9:00 AM.
- Exceptional problem-solving under pressure and ability to develop alternatives when plans fail.
- Strong active-listening skills and ability to explain complex travel information in simple terms.
- Clear, professional written and verbal communication.
- Comfort learning new SaaS platforms quickly and managing multiple browser tabs and tools simultaneously.
- Curiosity and intentional judgment when using AI tools, including knowing when to verify AI-generated output.
Responsibilities
- Make and modify travel bookings through phone, live chat, and email.
- Coordinate complex domestic and international itineraries involving air, rail, ground transportation, and lodging using the proprietary booking software.
- Ensure bookings comply with corporate travel policies, budgets, company tiers, and preferred vendor contracts.
- Provide concierge service to VIP and C-suite travelers, taking account of preferences such as aircraft type, hotel floor, and dietary requirements.
- Monitor global events, including weather, strikes, and geopolitical issues, and proactively reroute travelers to support their safety.
- Assess the priority of time-sensitive travel disruptions, address urgent matters, and resolve heightened client concerns efficiently and professionally.
- Deliver accurate bookings and support high traveler satisfaction, including strong Net Promoter Scores.
Benefits
- Competitive compensation and equity ownership/stock options.
- 20 vacation days and 12 public holidays.
- Choice of three medical plans, with company contributions and an HSA option when enrolled in an HDHP medical plan.
- Dental and vision benefit plans.
- Wellhub gym subscription from the start date.
- Life and disability policies from the start date, with optional voluntary buy-up coverage.
- 401(k) plan with company matching contributions.
- Partner discounts on pet insurance.
- Spring Health wellbeing support, including access to 12 therapy sessions and 12 coaching sessions for employees and loved ones.
- 12–16 weeks of paid parental leave.
- 16 paid volunteer hours per year.
- Up to 20 Work from Anywhere days per year.
- Four-week fully paid sabbatical after five years.
- Relocation support to move to one of the company’s hubs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
