Travel Customer Support Representative - (Hybrid)

Cruise Planners HQ•Coral Springs, FL

8d•Hybrid

About The Position

As a Care Team Advocate, you will be part of a team who provide support for our proprietary software, as well as general software issues. You will respond to agent calls, emails and tickets issued and take the necessary course of action to resolve it. You will need to trouble shoot more technical problems or ask for assistance from the designated team member in that area to resolve the ticket. You will identify common user challenges and proactively find ways to improve our products and processes. Also, you will provide training on CP tools, vendor products, and marketing initiatives to help agents grow their business.

Requirements

Must have excellent verbal and written communication, customer service skills, problem solving ability, marketing knowledge and listening skills
Must be able to multi-task
Must be well organized
Knowledge of social media and email programs (i.e. Facebook, Twitter, Outlook)
Android and IOS support
Remote software support
Desktop Support
Microsoft Office Suite and remote software support
Outlook and Apple Mail email clients
Knowledge of Word, Excel, PowerPoint
High school diploma or GED equivalent
3 years of relevant experience

Nice To Haves

Travel Industry Experience preferred
Bi-Lingual preferred

Responsibilities

Answer incoming calls and ticket inquiries sent to Care Team
Explain and answer questions regarding new business initiatives, promotional offers, Group Advantage Pricing and other information that will assist in helping agents grow their business
Assist agents with vendor specific questions, marketing plans, Full Sails, CP Pod and magazine orders.
Support our agents with technical issues and respond as quickly as possible.
Troubleshoot escalated inquiries to help resolve tickets
Provide proprietary and general software support.
Provide support and technical assistance on third party products
Relay an estimated time frame to agent for resolution
Enter notes in Call Tracker so all Care Team members are always aware of status
Recognize common technical and support issues and collaborate with Care Team Manager on how these issues can be resolved.
Communicate with third party vendors as needed to resolve issues such as eConnect pricing, itineraries, client reservations, etc.
Suggest or create how to guides or video tutorials that can be used to help guide agents or as content for CP Genie.
Attend Bootcamp, Star U, or other offsite events as needed
Other related duties as needed