Customer Care Agent - AmTrav

Traveltechessentialist; Chicago (IL); On-site; USD 25,003 - 35,610; Full time

Benefits offered by this job

20 vacation days

12 public holidays

401(k) with company matching

Relocation support

Paid parental leave

Employee stock options

Job summary

Traveltechessentialist is seeking a Customer Care Travel Advisor to deliver exceptional customer service and assist clients with travel planning. The ideal candidate will manage bookings, resolve travel-related concerns, and ensure a seamless experience for business travelers.

This role requires a detail-oriented, solutions-driven individual committed to providing outstanding service. Competitive compensation includes hourly pay and stock options, with an anticipated hourly wage of $22.

Qualifications

• 3+ years in a high-touch customer service environment.
• Exceptional problem-solving skills under pressure.
• Ability to translate complex travel jargon into simple solutions.

Responsibilities

• Deliver exceptional customer service while assisting clients with travel planning.
• Manage bookings and resolve travel-related concerns.
• Provide concierge service for C-suite executives.

Skills

Customer service experience

Problem-solving skills

Active listening

Tech-savvy

Professional communication

Job description

About the Role

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 Experience: 3+ years in a high‑touch customer service environment.
• 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 Tech: You are tech‑savvy, able to learn new SaaS platforms quickly and manage multiple browser tabs/tools simultaneously.

The Roadmap to Success

1. Immersive Training (8 Weeks): Monday–Friday, 8 AM – 5 PM CST (Hybrid Schedule). Learn the tech, the industry, and the culture.
2. 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.
3. Ticket Accuracy: Near‑zero error rate with booking requests.
4. Traveler Satisfaction: High "Net Promoter Scores" (NPS) from corporate clients.
5. 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 12 therapy and 12 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.
• Let us help you move to one of our hubs with relocation support.

Compensation

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

Shifts We Are Looking to Fill

• Tuesday–Saturday 3 PM – 12 AM (OFF: Sunday/Monday)
• Monday–Wednesday, Friday–Saturday 3 PM – 12 AM (OFF: Thursday/Sunday)
• Monday, Wednesday–Saturday 9 AM – 6 PM (OFF: Tuesday/Sunday)

How We Work

At Perk, we take an IRL‑first approach to work, where our team works together in‑person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

Equal Opportunity Employer

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.