Call Center Representative - 2nd shift

Travel Incorporated; Duluth (MN); On-site; USD 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as an Entry-Level Travel Consultant! This remote role offers a fantastic opportunity to kickstart your career in the travel industry. You'll be trained to provide exceptional service, helping clients create and manage their travel plans. With a focus on client satisfaction, you'll develop essential skills while working in a supportive environment. Enjoy the flexibility of remote work, along with the chance to connect with clients and make a positive impact. If you're passionate about travel and ready to thrive in a dynamic setting, this position is perfect for you!

Benefits

Equipment Provided

Flexible Work Environment

Training Program

Career Development Opportunities

Qualifications

• High school diploma or equivalent required; client service experience preferred.
• Strong digital literacy with business tools and excellent communication skills.

Responsibilities

• Handle client inquiries and provide expert travel advice.
• Complete training program and manage client contacts effectively.
• Proactively identify opportunities to enhance client experience.

Skills

Customer Service

Digital Literacy

Communication Skills

Problem Solving

Relationship Building

Detail Orientation

Education

High School Diploma or equivalent

Tools

Business Communication Tools

Job description

Travel Incorporated, 4355 River Green Parkway, Duluth, Georgia, United States of America ● Virtual Req #190

Monday, February 17, 2025

We are seeking a motivated and customer-focused individual to join our team as an Entry-Level Travel Consultant in the Contact Center. In this role, you will handle inbound inquiries, offering expert travel advice and guidance to help clients create, modify, and manage their travel reservations. This is a fantastic opportunity to start your career in the travel industry, where you will play a key role in delivering exceptional service to our clients. If you're passionate about travel and eager to make an impact in a dynamic environment, we want to hear from you!

You will take part in a 14-week training program through TI University. Throughout the course of the program, you will learn foundational skills and hands-on experience needed for success as a travel consultant.

This is a remote, but not mobile position where you’ll be assigned a set schedule. Flex scheduling is not available.

SCHEDULING:

HOURS DURING TRAINING: Monday through Friday from 8:00 a.m. to 5:00 p.m. Eastern Time.

HOURS AFTER TRAINING: This is a SECOND SHIFT position with starting times ranging from 12:00 p.m. to 2:00 p.m. Eastern Time. Available days include Tues - Sat or Sun - Thurs.

WHAT YOU’LL BE DOING:

1. Successfully complete the TI University training program, mastering all topics and demonstrating proficiency of applicable skills.
2. Upon completion of training and mentoring period, you will assume all responsibilities in Company Contact Center successfully handling client contacts and all follow-up tasks with limited support; handle increasingly complex transactions as skills progress.
3. Assess client needs through active listening and probing questions.
4. Develop travel plans and solutions based on client’s goals and timeline/itinerary.
5. Review travel plans to uncover additional needs and opportunities.
6. Demonstrate knowledge of Company travel planning philosophy and approach, products and services, itinerary strategies, and other aspects of travel planning.
7. Educate clients on technical aspects of travel planning principles and enable clients to act with confidence.
8. Accurately and efficiently resolve client issues and needs.
9. Conduct business with the goal of achieving/exceeding performance client survey scores and contact center metrics.
10. Maintain an efficient and productive approach to client interactions.
11. Coordinate effectively with internal support staff to ensure timely and accurate administration.
12. Proactively identify opportunities to improve the client experience.
13. Assume other duties upon request such as client outreach in support of issue resolution, and outbound calls to clients to ensure all open inquiries are handled completely and to the client’s satisfaction.
14. Accurately and thoroughly complete all required client transactions.
15. Comply with all team, department, and company policies and procedures including security protocols.
16. Consistently strive to meet or exceed performance standards related to reliability, productivity, quality, teamwork, and other important measures.
17. Perform other duties as assigned.

QUALIFICATIONS/SKILLS:

1. EDUCATION: HS or equivalent combination of education and experience.
2. EXPERIENCE: Previous client service experience; work in a contact center environment preferred.
3. TECHNICAL/COMPUTER: Solid digital literacy with common business tools including internet, chat, and email.
4. COMMUNICATION: Effectively discusses and explores complex and personal topics in a way that clients understand. Ability to use effective inquiry to identify/detect client needs and priorities; creates an environment of trust and makes clients comfortable sharing personal information. Exhibits excellent communication skills and phone presence while engaging with clients; shares information concisely.
5. PROBLEM SOLVING: Effectively solves client problems and offers appropriate solutions; makes next steps clear.
6. RELATIONSHIP BUILDING: Strong ability to build consultative client relationships.
7. DETAIL AND PROCESS ORIENTATION: Strong process orientation; works consistently; thrives in a structured environment; detail-oriented.
8. CLIENT SERVICE FOCUS: Passionate about client service; genuinely motivated to make a positive impact for others. Ability and willingness to learn and apply the Company client service model (consultative).

ADDITIONAL REQUIREMENTS:

This is a REMOTE / VIRTUAL position (but not mobile) requiring a dedicated, distraction-free workspace. Your work location must have access to high-speed internet. Travel Incorporated cannot support the following internet service providers: Satellite from any provider, Verizon, T-Mobile.

Equipment will be provided by Travel Incorporated.

Travel to our Duluth office is required during training and 2 to 3 times per year (for one week at a time).

WHAT WE OFFER:

At Travel Incorporated, you'll be part of an established and well-respected company that provides the absolute best service to our customers. In addition, we are forward-thinking and have stayed ahead of the curve in our industry through innovation, technology, and constant process improvement. Our dedicated associates give their best every day and have fun while doing it! In this role, you will contribute from Day One, and your voice will be heard as our Travel Consultants stand at the forefront of our business. Learn more about our business and culture by visiting www.travelinc.com.

This is a remote position which will be located at the associate’s permanent residence. Candidates must reside in a state where Travel Incorporated is currently hiring, and we reserve the right to decline applications based on location.

Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application, or selection process may contact Human Resources at [e-mail].

Connecting innovative technology with superior service to advance business travel