Client Care Emergency Services Specialist

Collette; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Collette is looking for a Client Care Emergency Services Specialist to join their remote team. In this role, you will respond to emergency situations, help resolve client issues, and ensure customer satisfaction while adhering to company policies. This position requires strong problem-solving skills, empathy, and the ability to work in a fast-paced environment. The ideal candidate will have 1-3 years of relevant experience and a degree, offering a chance to grow in one of the travel industry's leading companies.

Benefits

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Tuition assistance

Qualifications

• 1-3 years’ experience in customer service roles.
• Ability to work under pressure and make decisions.
• Bilingual in Spanish or French is a plus.

Responsibilities

• Answering calls on the emergency phone line and resolving issues.
• Document and track all issues for trend analysis.
• Communicating with customers and ensuring quality service.

Skills

Problem solving

Empathy

Stress management

Conflict management

Analytical thinking

Team collaboration

Education

Associate’s/Bachelor’s Degree

Job description

Client Care Emergency Services Specialist

Client Care Emergency Services Specialist

Get AI-powered advice on this job and more exclusive features.

Sign in to access AI-powered advices

Continue with Google Continue with Google

Continue with Google Continue with Google

Continue with Google Continue with Google

Continue with Google Continue with Google

Continue with Google Continue with Google

Continue with Google Continue with Google

Collette is seeking Client Care Emergency Services Specialists to join ourClient Care Team. This is a remote role. The following shifts are available: Saturday - Wednesday 8:00am - 4:30pm EST and Wednesday - Sunday 10:30am - 7:00pm EST.

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:

The Client Care Emergency Services Specialist will be responsible for answering all incoming calls on the Collette emergency phone line. Issues may be related to flight and transportation delays, passenger illness and injuries that may occur while on tour. Specialists are given a higher empowerment level allowing them the ability to make decisions as needed to resolve issues. Confidence is key. This role is for a creative thinker who is very customer service oriented. Must be a good problem solver with the ability to spot trends where processes may have gone wrong.

Primary Functions:

• Resolving emergency situations and complaints that arise from our clients, tour managers, and vendors which may require assistance from various departments in the organization. Responsibilities include but are not limited to contacting the appropriate manager, communicating delayed arrivals, checking flight status and availability, booking alternate reservations, and issuing or reissuing airline tickets (during off peak hours).
• Act as the voice of Collette to the direct passenger, ensuring that each interaction with the customer follows the Customer Care Center philosophy in both quality and efficiency
• Document and track all issues for future trend analysis
• All new hires will be required to successfully complete the Client Care Center training classes and demonstrate proficiency of the material to serve as a diverse asset to the team.
• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time, holidays, and/or weekends, as needed.
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Work collaboratively to support and promote company’s values and vision.

Knowledge and Skills:

• Ability to calmly work in a continuously stressful environment
• Ability to be sympathetic and empathetic to the customer while adhering to company policy
• Fact driven and analytical
• Good with people and willing to deal with people issues
• Must be logical with the ability to make rapid decisions using a defined framework, process, and policy
• Able to defuse stressful and confrontational situations
• Team player - we win as a team
• 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…Someone who is routinely the Tech Support hotline for his/her family and friends
• Willingness to work hard and have fun doing it!
• Strong attention to detail with an ability to organize and prioritize day to day activities
• 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
• Spanish/French speaking skills a plus
• One to three years’ experience
• Associate’s/Bachelor’s Degree preferred, but will consider any combination of education and/or experience

Hourly Rate: $23.00

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Travel Arrangements

Referrals increase your chances of interviewing at Collette by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Tuition assistance

Get notified when a new job is posted.

Sign in to set job alerts for “Emergency Services Specialist” roles.

Continue with Google Continue with Google

Continue with Google Continue with Google

Medical Claim Resolution Specialist - Digitech - Remote

Public Assistance Specialist, Recovery Cadre 2025

Manager, Clinical Care Case Management - Remote

Manager, Clinical Care Case Management - Remote

Manager, Clinical Care Case Management - Remote

Disaster Recovery Public Assistance Specialist - ON CALL Remote (Los Angeles, CA) (US)

Manager, Clinical Care Case Management - Remote

Manager, Clinical Care Case Management - Remote

Seattle, WA
$5,749.00
-
$8,228.00
1 hour ago

Construction Inside Sales (Remote-work from home)

COBRA Account Management Specialist (Remote)

Management and Budget Specialist I, Grade 18

Gaithersburg, MD
$62,328.00
-
$80,325.00
2 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.