Client Service and Success Specialist

Unique Escapes; Scranton (Lackawanna County); Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Remote work

Training & support

Collaborative culture

Career growth

Job summary

Unique Escapes is seeking a Remote Client Service & Success Specialist to support clients through the entire travel journey—from inquiry to post-trip follow-up. You will be the primary contact across channels, guiding destinations, bookings, and preparations with a focus on personalized, proactive service.

Ideal candidates are detail-oriented, service-minded professionals who enjoy helping clients feel informed and confident.

Qualifications

• Experience in customer service, client success, hospitality, travel, or a comparable client-facing role is welcomed
• Strong verbal and written communication skills, with a friendly and professional tone
• Excellent organization, time management, and attention to detail
• Ability to manage multiple clients, bookings, and deadlines simultaneously
• Strong problem-solving skills and ability to stay calm under pressure
• Familiarity with travel booking platforms, CRM systems, and client communication software
• Proficiency with Microsoft Office or Google Workspace
• Reliable high-speed internet and a quiet remote workspace
• Interest in travel, luxury travel, cruises, resorts, and destination planning

Responsibilities

• Serve as the primary contact for client inquiries through phone, email, chat, and social media
• Build lasting client relationships with proactive, professional communication
• Guide clients through travel planning, researching destinations, options, flights, and packages
• Understand client preferences, budget, dates, group size, and special requirements
• Prepare clear travel quotes, itineraries, and booking summaries
• Assist with account setup, profiles, travel documents, and platform navigation
• Answer questions about reservations, payments, requirements, inclusions, and policies
• Coordinate with travel suppliers and internal teams to confirm details
• Track bookings, payments, dates, and outstanding requests
• Provide timely updates before, during, and after travel
• Document interactions and resolutions in the CRM or booking system
• Escalate complex supplier, technical, or operational issues
• Follow up after trips to gather feedback and foster future bookings
• Identify opportunities to improve the client experience and support growth
• Maintain client confidentiality and professional handling of information

Skills

Customer service

Client success

Hospitality

Travel knowledge

Communication

Organization

Tools

CRM systems

Microsoft Office

Google Workspace

Job description

Job brief

We are seeking a Remote Client Service & Success Specialist to support clients throughout their travel journey—from initial inquiry and trip planning to booking, pre-travel preparation, and post-trip follow-up. This role is ideal for a detail-oriented, service-minded professional who enjoys helping people create memorable travel experiences while ensuring every client feels informed, supported, and confident.

You will serve as a trusted point of contact for clients, answer questions about destinations, resorts, cruises, flights, and travel packages, and guide them through the booking and preparation process. You will also maintain accurate client records, coordinate with travel suppliers when needed, and resolve service concerns promptly and professionally.

Responsibilities

• Serve as the primary point of contact for client inquiries by phone, email, chat, and social media.
• Build lasting client relationships through warm, proactive, and professional communication.
• Guide clients through the travel planning process, including destination research, resort and cruise options, flights, accommodations, and travel packages.
• Understand each client's travel preferences, budget, dates, group size, and special requirements.
• Prepare clear travel quotes, itineraries, and booking summaries for client review.
• Assist clients with account setup, profile updates, travel documents, and platform navigation.
• Answer questions about reservations, payment options, travel requirements, trip inclusions, and cancellation or change policies.
• Coordinate with travel suppliers, resorts, cruise lines, and internal team members to confirm details and resolve issues.
• Track bookings, payment deadlines, travel dates, and outstanding client requests.
• Provide timely updates before, during, and after travel, including important reminders and itinerary changes.
• Document all client interactions, bookings, preferences, and resolutions in the CRM or booking system.
• Escalate complex supplier, technical, or operational issues to the appropriate team.
• Follow up after trips to gather feedback, address concerns, and encourage future travel planning.
• Identify opportunities to improve the client experience and support business growth.
• Maintain confidentiality and handle client information with professionalism and care.

Requirements

• Experience in customer service, client success, hospitality, travel, reservations, sales support, or a comparable client-facing role nice to have but not mandatory
• Strong verbal and written communication skills, with a friendly and professional tone.
• Excellent organization, time management, and attention to detail.
• Ability to manage multiple clients, bookings, and deadlines simultaneously.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Comfortable learning travel booking platforms, CRM systems, email tools, and client communication software.
• Proficiency with Microsoft Office or Google Workspace, including email, spreadsheets, and documents.
• Reliable high-speed internet, a quiet remote workspace
• Interest in travel, luxury travel, cruises, resorts, and destination planning

What We Offer

• Remote work environment.
• Training and support for travel tools, booking systems, and client service processes.
• A collaborative, client-focused team culture.
• Opportunities for professional growth within a growing travel business.