Client Care Agent

Collette; Pawtucket (RI); Hybrid; USD 28,000 - 30,000; Full time

Benefits offered by this job

Health & Wellness: Supplemental Health

Time Off: Generous PTO and holidays

Volunteer Time: Paid volunteering

Family Support: parental leave & berev

Exclusive travel discounts

Job summary

Collette is seeking Client Care Agents (local to Pawtucket, RI) to join our Client Care Team. This role is primarily remote with occasional days at Collette's headquarters in Pawtucket, RI.

You will deliver outstanding customer service in a fast-paced travel environment, building relationships with guests, travel agents, and partners while using CRM tools and a supportive training program. A mindset of learning and flexibility is required.

Qualifications

• Experience in a call center environment and handling customer interactions over the phone.
• Strong communication skills with a focus on accuracy and empathy.
• Bilingual abilities are a plus and may enhance interactions with guests.
• Familiarity with CRM systems for managing guest information and requests.
• Attention to detail and ability to organize tasks in a fast-paced environment.
• Willingness to learn, adapt, and embrace new tools and processes.

Responsibilities

• Provide exceptional service for Collette guests in inbound and outbound calls.
• Build professional relationships with guests, travel agents, and partners to optimize the experience.
• Educate guests on Collette product offerings and available upgrades; process requests accurately.
• Complete reservations with meticulous attention to detail in the booking system.
• Review operational notations and coordinate changes with internal teams as needed.
• Collaborate with sales and other departments to ensure guest satisfaction.
• Be curious, learn, and leverage AI/tools to improve processes and efficiency.
• Complete customer service training and demonstrate proficiency.
• Maintain scheduled shifts, including training periods, with flexibility for overtime and weekends.

Skills

Call center experience

Excellent communication

Bilingual (plus)

CRM management

Detail oriented

Proactive learner

Tools

Genesys phone system

Microsoft Excel

Outlook

Word

Job description

Collette is currently seeking Client Care Agents (local to Pawtucket, RI) to join our Client Care Team. This is a primarily a remote role but does requires occasional days spent at Collette's headquarters in Pawtucket RI.

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Job Summary:

In this role, we want our customers to rave about their customer service experience. Y ou'll join our team to not only deliver the best customer service in the travel industry, but the best customer service. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. You like working with people. You are someone who can delight with promptness, thoroughness, accuracy and maybe an occasional pun or two. This is your chance to join a team dedicated to helping our guests fulfill their dreams of exploring the world! This role is no small opportunity - it is a VITAL piece to the success of Collette as a company. Join us on our mission to enhance life’s journey by creating extraordinary travel experiences.

Primary Functions:

• Provide an exceptional level of service for the needs of Collette’s guests in an inbound and outbound call center.
• Successfully build professional relationships with guests, travel agents, and partners while optimizing the customer experience.
• Educate guests on product offerings, the advantages of traveling with Collette, and the offers and upgrades available to them. Process and review all customer requests accurately and efficiently.
• Complete thorough reservations within our booking system with tremendous attention to detail.
• Review and complete operational reservation notations, which require action by the Client Care Center. This includes but is not limited to; tour changes, flight schedule changes, re-booking components, requests for additional information and follow up notes.
• Collaborate with the sales team on customer requests and expectations as well as multiple internal departments to provide guest satisfaction.
• Embraces a mindset of curiosity and continuous learning, actively exploring and leveraging AI and other emerging technologies to improve processes, elevate content, and drive efficiency across t
• All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work regularly scheduled shifts within our hours of operations including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work overtime and/or weekends, as needed.

Knowledge & Skills:

• Team player - we win as a team
• Call Center experience - Genesys phone system desirable.
• Enjoys being on the phone interacting with customers
• Must be a self-starter and self-learner
• Strong computer skills are necessary, and a working knowledge of CRM management, Microsoft Excel, Outlook, and Word is ideal.
• Strong attention to detail with an ability to organize and prioritize day to day activities in a fast-paced, fun environment
• Proactively look for ways to improve internal processes
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
• Willingness to work hard and have fun doing it!
• Bilingual speaking a plus

We believe in taking care of our team—inside and outside of work.

What We Offer:

• Health & Wellness: Supplemental Healthcare, plus a Peloton One Membership to keep you moving
• Time Off: Generous PTO, paid holidays, and your birthday!
• Volunteer Time: Paid hours to give back to causes you care about
• Family Support: Paid parental leave, paid bereavement leave and access to our Employee Assistance Program
• Exclusive travel discounts, incentives and more!

The pay range for this position is $20.00 - $22.00 per hour.