Inbound Customer Service Representative

Overseas Adventure Travel; Utah; Remote; USD 35,000 - 50,000; Full time

Job summary

Overseas Adventure Travel is hiring for the position of Traveler Support Counselor, providing essential customer service to travelers. Candidates should have extensive call center experience and be prepared to work in a metrics-driven remote environment. The role involves managing reservations and providing assistance while meeting performance metrics.

Benefits

Strong PTO package - 16 days

11 paid holidays annually

401(k) with company match

Qualifications

• 5+ years of call center experience.
• 2+ years of remote work experience.
• Ability to work in a metrics-driven environment.

Responsibilities

• Handle inbound calls to assist customers with managing reservations.
• Advise, book, and update airline reservations.
• Communicate comprehensive information about products and policies.

Skills

Customer Service

Reservation Management

Call Center Operations

Time Management

Job description

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Grand Circle Corporation is hiring Remote Inbound Customer Service Reps (Traveler Support Counselor) for our August 4th, 2025 class. As a Traveler Support Counselor, you will provide excellent customer service and support to travelers.

Must be located in one of the following states: Alabama, Arizona, Florida, Georgia, Indiana, Nevada, North Carolina, South Carolina, Texas, Utah.

Why Work With Us?

• Strong PTO package - 16 days, accruing more each year
• 11 paid holidays annually
• 401(k) with company match

Responsibilities

• Handle inbound calls to assist customers with managing reservations, including updating traveler info, educating on itineraries, processing payments, and escalating calls when needed, aiming for first call resolution.
• Advise, book, and update airline reservations using code-based software.
• Communicate comprehensive information about products and policies to travelers.
• Work in a metrics-driven environment, monitoring metrics like Average Handle Time, After Call Work, Speed to Answer, Hold Time, Attendance, Adherence, Post Call Surveys, and Values Assessment.
• Set up stable internet and telephone services as specified.

Qualifications

• Available to work a 5-day schedule within our hours (Monday-Friday 9:00AM-8:00PM EST, Saturday-Sunday 9:00AM-6:00PM EST), including 1 weekend day and 2 evening shifts during the week.
• 5+ years of call center experience.
• 2+ years of remote work experience.

Remote Work Requirements:

• Hardwired internet with recommended speeds of 50 Mbps download and 25 Mbps upload; Wi-Fi not permitted.
• Telephone service via landline or VOIP; responsible for setting up your phone number, which GCC will route calls to.

Do Not Apply If:

• You are unwilling to work in a camera environment during training (6 weeks), on camera 8 hours daily.
• You are uncomfortable with receiving daily feedback, weekly quizzes, or weekly rankings.
• You cannot work 1 weekend day per week.
• You cannot work 1-2 evening shifts (12pm-8pm) weekly.
• You cannot commit to a shift-bid environment with schedules changing every 4-6 months.
• You are uncomfortable with daily changing lunch and break times.