Customer Care Agent

AmTrav by Perk; Houston (TX); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Equity ownership

Vacation days

Medical plans

Life and disability

401(k) plan

Pet insurance

Perk events

Wellbeing program

Parental leave

Volunteer hours

Work from Anywhere days

Sabbatical

Job summary

AmTrav is seeking a Customer Care Travel Advisor to deliver exceptional service, manage bookings, and resolve travel issues across phone, chat, and email.

In a fast-paced environment, you will coordinate complex itineraries, ensure policy compliance, and provide VIP support for C-suite travelers, while monitoring global events to keep travelers safe.

Qualifications

• Crisis mindset with plan B readiness.
• Active listening and translating travel jargon into solutions.
• Crystal-clear professional communication, both written and verbal.

Responsibilities

• Book and modify travel via phone, live chat, and email.
• Coordinate complex, multi-city itineraries including air, rail, ground transport, and lodging.
• Uphold corporate travel policy and vendor contracts.
• Provide white-glove service for executives and VIPs.
• Monitor global events and reroute travelers to maintain safety.

Skills

Active listening

Crisis management

Multichannel support

Communication

Job description

Join AmTrav, a subsidiary of Perk—a global "unicorn" valued at $1.4 billion. We are a hyper-growth SaaS platform transforming the $1.3 trillion business travel market. We combine world-class tech with human empathy to ensure business travelers are never stranded and always supported.

The Customer Care Travel Advisor is responsible for delivering exceptional customer service while assisting clients with travel planning and support. This role manages bookings, resolves travel-related concerns, and ensures a seamless experience before, during, and after travel. The ideal candidate is detail-oriented, solutions-driven, and committed to providing outstanding service in a fast-paced environment.

What You’ll Do

The Mission: You are the backbone of business mobility. You ensure that executives and teams reach their destinations through the most efficient, cost-effective, and stress-free routes possible.

• Multichannel Support: Execute flawless bookings and modifications via phone, live chat, and email.
• Strategic Itinerary Management: Coordinate complex, multi-city international trips including air, rail, ground transport, and lodging utilizing our proprietary software.
• Policy Compliance & Enforcement: Act as the "gatekeeper" for corporate travel policy, ensuring all bookings align with company tiers, budgets, and preferred vendor contracts.
• VIP & Executive Concierge: Provide "white-glove" service for C-suite executives, managing specific preferences (e.g., specific aircraft types, hotel floor preferences, or dietary requirements).
• Duty of Care (Safety): Monitor global events (weather, strikes, geopolitical issues) and proactively reroute travelers to keep them out of harm's way.

What We’re Looking For

• The "Crisis" Mindset: Exceptional problem-solving skills under pressure; the ability to find a "Plan B" when a "Plan A" evaporates.
• The Skills: You possess "active listening" superpowers and can translate complex travel jargon into simple solutions.
• The Communication: Crystal-clear professional communication, both written and verbal.

The Roadmap to Success

• Immersive Training (8 Weeks): Monday–Friday, 8 AM – 5 PM CST. Learn the tech, the industry, and the culture.
• The Transition: Step confidently into your permanent shift with the ongoing support of your Team Lead, empowering you to grow your skills and thrive in your role.
• Ticket Accuracy: Near-zero error rate with booking requests.
• Traveler Satisfaction: High "Net Promoter Scores" (NPS) from corporate clients.
• Response Time: Managed time-sensitive travel disruptions by quickly assessing priority levels, addressing urgent matters, and resolving heightened client concerns with efficiency and professionalism.

What we offer

• Receive competitive compensation and equity ownership in Perk
• Rest and recharge with our generous allocation of 20 vacation days and 12 public holidays
• Enjoy the flexibility of three medical plans to choose from, with company contributions and an HSA when enrolling in an HDHP medical plan
• Take control of your physical health with additional comprehensive benefit plans, covering dental, vision, and Wellhub’s gym subscription from your start date
• Rest assured that you’re covered by life and disability policies from your start date, with options to add extra protection through voluntary buy-up plans
• Plan for your future with our 401(k) plan with company matching contributions
• Care for your furry friends through partner discounts on pet insurance
• Join our unforgettable Perk events, including our spectacular annual summer party
• Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
• Focus on your family with 12-16 weeks’ paid parental leave
• Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
• Broaden your horizons with up to 20 "Work from Anywhere" days per year
• Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years

Compensation

Compensation for this role is a combination of hourly and stock options. The anticipated hourly wage is $20-$22/hour. Actual compensation may vary based on specific qualifications, experience, and other job-related factors.

Shifts we are looking to fill

• Schedule 2: Monday-Thursday, Saturday 3pm-12am CST OFF: Friday/Sunday