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

JPMorganChase • Plano, TX

2d • Hybrid

About The Position

Chase Travel is seeking a Travel Advisor passionate about the travel industry and helping customers plan and book luxury travel. The role supports internal and external customers with questions about travel reservations and complex service situations. The advisor diagnoses, researches, and resolves issues while delivering service excellence, working proactively with external providers to negotiate appropriate resolutions and minimize costs while providing a seamless customer experience.

The position also provides real-time assistance and coaching to other Travel Advisors, monitors agent errors, escalations, and customer exceptions, and maintains tracking information. Candidates must be willing to work schedules that vary within operating hours, including evenings and weekends, and attend training as scheduled. Training hours may differ from regular scheduled hours. The role is hybrid in Plano, Texas, and does not provide relocation assistance.

Requirements

• High school diploma or equivalent.
• Two or more 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 quickly learn technical concepts.
• Excellent 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 employer in the United States; immigration sponsorship and visa sponsorship takeover are not available.
• Must be local to the listed work location or willing to relocate independently immediately upon hire.
• Must be willing to work varying schedules during operating hours, including evenings and weekends, and attend training as scheduled.

Responsibilities

• Respond to customer inquiries about travel arrangements and resolve issues with short- and long-term fixes, serving as both a company and customer advocate and applying root-cause resolution tactics.
• Collaborate with internal teams to troubleshoot issues and deliver 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 issues involving loyalty points, redemptions, program exceptions, and fee waivers.
• Maintain call quality according to outlined criteria and protect the confidentiality of information shared or observed.
• Keep the immediate supervisor informed about significant issues or unusual matters, take corrective action when needed, and suggest alternative courses of action.
• Assist other Travel Advisors in real time with traveler policies and booking applications, and coach them on servicing best practices.
• Monitor and manage agent errors, escalations, and customer exceptions, and update tracking information in a database.
• Build professional, productive relationships with internal and external customers and departments to improve quality and customer service.

What This Job Offers

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