Travel Assistance Coordinator

Zurich Insurance Group•Stevens Point, WI

1d•Hybrid

About The Position

In this role you will serve as a trusted resource for travelers, delivering real-time support and creative solutions during unexpected travel disruptions while ensuring every interaction reflects a high standard of care and professionalism. You will multitask across calls, systems, and case management tools to quickly assess needs, coordinate travel solutions, and provide a seamless, reassuring experience from the first point of contact through resolution. Handle inbound calls from policyholders regarding their travel related emergencies, including lost luggage tracking, passport and visa replacement, travel rebooking, and pre-trip planning and concierge services. Create a positive customer experience over the phone while using knowledge of products and services offered by our assistance team. Utilize critical thinking and creative thinking to provide out-of-the-box solutions for policyholders. Effectively multi-task by documenting policyholder interactions while communicating over the phone.

Requirements

High school diploma or equivalent
2+ years of providing exceptional customer service
Excellent written and verbal communication skills
Effective problem-solving skills
Proficient in MS Office programs while effectively multi-tasking
Ability to work 8am-4pm, Mon-Fri with rotating weekends

Responsibilities

Serve as a trusted resource for travelers, delivering real-time support and creative solutions during unexpected travel disruptions.
Ensure every interaction reflects a high standard of care and professionalism.
Multitask across calls, systems, and case management tools to quickly assess needs and coordinate travel solutions.
Provide a seamless, reassuring experience from the first point of contact through resolution.
Handle inbound calls from policyholders regarding their travel related emergencies, including lost luggage tracking, passport and visa replacement, travel rebooking, and pre-trip planning and concierge services.
Create a positive customer experience over the phone while using knowledge of products and services offered by our assistance team.
Utilize critical thinking and creative thinking to provide out-of-the-box solutions for policyholders.
Effectively multi-task by documenting policyholder interactions while communicating over the phone.