Servicing Travel Advisor III - Chase Travel (Hybrid - Plano, TX)

JPMorgan Chase & Co. • Plano, TX

14h • Hybrid

About The Position

The Servicing Travel Advisor III supports internal and external customers with travel reservation questions and complex service situations. The role diagnoses, researches, and resolves issues while delivering service excellence, working with external providers to negotiate timely resolutions and minimize costs, and aiming to provide a seamless customer experience. The advisor also assists other Travel Advisors with policy and booking-tool questions, coaches them on service best practices, and helps monitor errors, escalations, and customer exceptions.

Requirements

• High school diploma or equivalent.
• At least two years of experience in the travel industry.
• 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.
• Strong time management and multitasking ability, including advanced proficiency using multiple screens in an online environment.
• Ability to work independently and as a team member.
• Must be authorized to work for any U.S. employer; immigration sponsorship is not available.
• Must be local to the listed work location or willing to relocate at their own expense immediately upon hire.
• Must attend training as scheduled.

Responsibilities

• Respond to customer inquiries about travel arrangements and resolve issues using short- and long-term fixes, customer and company advocacy, and root-cause resolution.
• Collaborate with internal teams to troubleshoot issues and provide timely, accurate 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 for loyalty points, redemptions, program exceptions, and fee waivers.
• Maintain call quality and confidentiality, keep the immediate supervisor informed of significant issues, and take corrective action or suggest alternatives as appropriate.
• Assist Travel Advisors in real time with traveler policies and booking applications, coach them on service best practices, monitor agent errors and escalations and customer exceptions, and update database tracking information.
• Build effective working relationships with internal and external customers and departments to improve service quality.

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.

What This Job Offers

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