Senior Operations Associate (Remote)

Luminary•Kingfield, ME

36d•Remote

About The Position

The Senior Operations Associate will play a dual role, combining Operations Associate responsibilities with the crucial tasks of overseeing Operation’s Associates. This role is integral to our operations team, demanding strong organizational skills, creative problem-solving, and excellent time management. At Luminary, the fast-paced environment requires adaptability and the ability to manage stressful situations with composure while executing tasks with precision. As the Senior Operations Associate, you will be instrumental in ensuring that our trips are meticulously planned and flawlessly executed. Additionally, you will play a key role in training and onboarding new team members and supervising key members to uphold Luminary’s high standards.

Requirements

Minimum of three (3) years of work experience in operations
Exceptional organizational skills with the ability to multitask
Professional verbal, and written communication skills using appropriate grammar, terminology, tone, cadence, and pronunciation
Exceptional listening skills with the ability to quickly identify issues and proactively solve problems
Tech-savvy and comfortable with navigating web-based reservation programs, helpdesk software, internet searches, airline websites/apps, SMS messaging, and smartphone apps
Dependable and flexible with work schedule
Proven ability to work independently with minimal supervision in a fast-paced environment
A passionate approach to customer service, positive attitude, and strong work ethic
Must be able to work various shifts including irregular shifts, holidays, and weekends
Be able to pass a criminal and employment background check

Nice To Haves

Bachelor’s Degree
Multi-lingual
High level of cultural awareness
Knowledge of or experience in the Travel Industry
Experience working in a remote environment
Knowledge of Salesforce and Axus softwares

Responsibilities

Execute operation tasks for top-tier clients, ensuring all service details are accurately handled.
Lead, mentor and manage key operations team members
Partner with the Operations Manager to ensure all team members have needed ongoing training and support
Support the onboarding of new employees, particularly within your pod.
Assist with the creation, implementation, and refinement of the SOPs as they relate to our top tier clients.
Accurately book reservations and ensure all service details are collected on behalf of the clients
Assist with the planning and finalization of client travel itineraries
Research hotel rates and room options as part of the trip planning process
Cross-check and reconfirm client itineraries with vendors and partners to ensure accuracy prior to trip start date
Input/update and ensure accuracy of client itineraries' information entered into Axus (itinerary software).
Input/update and ensure accuracy of information entered into Salesforce
Answer busy incoming phone calls, emails, and text messages in a professional and timely manner
Coordinate details of new and existing service reservations
Update reservations with changes and additions as needed
Assess what service details are missing and reach out to the Client Service Manager to collect as needed
Manage and prioritize a lengthy queue of daily/weekly tasks within Salesforce’s task list
Send daily reminders of upcoming services via email and text to clients and concierge
Exhibit utmost confidentiality with clients and client information
Accept and accurately process credit card payments and invoices for services rendered
Provide excellent customer service to clients