Travel Service Advisor Specialist - Contact Center

Group Voyagers•Colorado, CO, US, TX

5h•$0 - $19•Remote

About The Position

The Service Advisor is the primary post-booking support resource for travel advisors and agency partners. The role delivers service through phone, email, and CRM channels, assisting with reservations, account servicing, travel documentation, and travel readiness. It provides accurate guidance on destinations, policies, and travel requirements; builds trusted relationships with advisors; resolves service issues; manages follow-up activities; and collaborates across departments to support a seamless travel experience for clients. Success requires strong communication, attention to detail, product expertise, and personalized, responsive service reflecting the organization's core values. The Customer Experience Center delivers sales, service, and support throughout the travel journey, serving guests and travel advisor partners across the US and Canada. The team supports planning and booking, pre-departure needs, assistance during trips, and post-trip support to strengthen relationships, guest satisfaction, and business growth.

Requirements

At least one year of experience in sales, customer service, travel, hospitality, or a contact center environment.
Strong communication, customer service, and relationship-building skills.
Ability to manage multiple priorities in a fast-paced, performance-driven environment.
Experience using CRM systems, Microsoft Office, and business technologies.
Strong organizational, follow-up, and schedule-adherence skills.
Must be located and authorized to work in the United States or Canada.
The job requires eight or more hours per day of sitting, walking, standing, bending, answering the telephone, entering data into a computer, and retrieving or analyzing computer data.

Nice To Haves

Travel industry experience.

Responsibilities

Demonstrate the company's core service values when supporting travel advisors.
Create a positive advisor experience through phone and email interactions, building confidence and trust throughout the travel journey.
Handle inbound and outbound service calls and emails about reservations, account servicing, travel documentation, and pre-travel needs.
Handle inbound sales calls as needed based on call volume and Customer Experience Center needs.
Serve as the primary post-booking support resource for travel advisors and agency partners, helping ensure clients are prepared for travel.
Provide accurate, timely, high-quality information about bookings, destinations, policies, and travel requirements.
Research and resolve advisor inquiries and service concerns by evaluating options and providing effective resolutions.
Maintain expertise in products, destinations, supplier policies, and service procedures.
Manage assigned activities in Dynamics 365 CRM, including advisor requests, booking follow-ups, and travel-readiness requirements, accurately and on time.
Perform account servicing, including Work Process Messages, schedule change notifications, guest acknowledgments, passport and visa requirements, TSA information, and other travel-related documentation and communications.
Respond promptly to advisor email inquiries, website-generated requests, and service-related communications.
Build working relationships and collaborate with internal departments to support advisor and client needs.
Participate in special projects, process improvements, and departmental initiatives to contribute to team goals.
Apply program knowledge and interpersonal skills when managing complex service situations and special assignments.
Provide backup support for inbound advisor service and sales calls during high call volume or staffing needs.
Maintain strong relationships with travel advisors through proactive communication, responsiveness, and exceptional service.