Servicing Travel Advisor III - Chase Travel - Westerville, OH

VetJobs • Westerville, OH

9d • Onsite

About The Position

Join Chase Travel to help customers plan and book luxury travel. The Travel Advisor supports internal and external customers with questions about travel reservations and complex situations. The role uses problem-solving and service expertise to recognize, research, diagnose, and resolve issues through discussion, with a focus on service excellence. The advisor works proactively with external providers to negotiate appropriate resolutions, minimize costs in a timely manner, and ensure a seamless customer experience.

The advisor also assists other Travel Advisors in real time, coaches them on servicing best practices, monitors agent errors and escalations, and maintains tracking information in a database. Work schedules vary and must fit the organization’s operating hours, including evenings and weekends. Training must be attended as scheduled; training hours may differ from regular work hours. The position is onsite in Westerville, Ohio. Relocation assistance is not provided, and candidates must already be local or relocate independently immediately upon hire.

Requirements

• High school diploma or equivalent.
• At least two years of experience in the travel industry, including intermediate to advanced knowledge or proficiency with a Global Distribution System (GDS) and/or other technology platforms, including self-booking tools.
• Effective communication and interpersonal skills for managing internal and external customer issues.
• Working knowledge of Microsoft Office programs such as Excel, Word, and Outlook, and ability to learn technical concepts quickly.
• Excellent time management and multitasking skills, including advanced knowledge or proficiency using multiple screens in an online environment.
• Ability to work independently and as a team member.
• Authorization to work for any employer in the United States; immigration sponsorship and assumption of sponsorship for an employment visa are unavailable.
• Ability to work during variable schedules within operating hours that include evenings and weekends, and attend training as scheduled.

Responsibilities

• Respond to customer inquiries about travel arrangements and resolve issues using short- and long-term fixes, root-cause resolution, and company and customer advocacy.
• Collaborate with internal teams to troubleshoot and provide accurate, timely resolutions.
• Maintain knowledge of client programs, products, and procedures, and support online booking tools and multiple websites.
• Negotiate with vendors and external customers to reach acceptable resolutions, including matters involving loyalty points, redemptions, program exceptions, and fee waivers.
• Maintain call quality and appropriate confidentiality; keep the immediate supervisor informed about significant or unusual matters and take corrective action or suggest alternatives when necessary.
• Assist Travel Advisors in real time with questions about traveler policies and booking applications, coach them on servicing best practices, monitor agent errors, escalations, and customer exceptions, and update database tracking information.
• Maintain professional energy and enthusiasm and build effective working relationships with internal and external customers and departments to improve quality and customer service levels.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED