Remote Customer Service Agent

Grand Circle Corporation; Alabama; Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Health and wellness coverage

Paid time off

Travel privileges

401(k) with company match

Tuition assistance

Professional development

Job summary

Grand Circle is hiring Remote Inbound Customer Service Agents (Travel Advisor I) for our November 30th training class. As a Travel Advisor, you will help travelers enjoy every step of their journey and support travelers who have already booked their trips from home.

This fully remote role requires solving diverse questions, managing reservations, and providing itinerary information across multiple systems. Training is six weeks, Monday–Friday, 9:00 a.m.–5:00 p.m.

Qualifications

• 2+ years in a call center handling inbound customer service calls.
• Proven ability to handle unscripted conversations with customers.
• Strong problem-solving and critical-thinking skills for non-clear-cut situations.
• Ability to handle challenging calls with empathy and good judgement.
• At least 1 year of remote work experience; preference for prior remote onboarding.
• Ability to work across evolving systems to support travelers.
• Adaptability to changing tools, processes and priorities.
• Must have reliable hardwired internet connection.

Responsibilities

• Handle a high volume of inbound calls to assist travelers with managing reservations.
• Update traveler contact information, modify reservations, process payments and provide itinerary information.
• Follow up on customer requests via email and outbound calls.
• Communicate Grand Circle products and policies clearly to travelers.
• Document all customer interactions in the assigned programs.
• Work across 5-7 programs and multiple monitors to resolve calls.
• Operate in a metrics-driven environment measuring key call center KPIs.
• Build connections with travelers and respond empathetically when plans change.
• Investigate issues using critical thinking and preserve customer relationships.

Skills

Call center experience

Unscripted conversations

Problem solving

Empathy in calls

Remote work experience

Tech adaptability

Fast learning

Stable internet (hardwired)

Job description

Grand Circle is hiring Remote Inbound Customer Service Agents (Travel Advisor I) for our November 30th training class!

As a Travel Advisor, you will help travelers enjoy every step of their journey. Grand Circle is seeking customer-focused Travel Advisors to support travelers who have already booked their trips. In this fully remote role, you will answer questions, resolve issues, protect the customer relationship, and help travelers confidently manage their reservations and itineraries.

No two calls are alike. In one shift, you might update an address, rework a flight after a schedule change, or untangle a multi-part billing question, often without a script and while using several systems. You will support travelers by phone and email, with additional channels planned as our omnichannel service grows.

Is This Role Right for You?

You will thrive here if you enjoy solving puzzles, stay calm when conversations take unexpected turns, learn new tools quickly, and prefer variety over routine. This role may not be the right fit if you prefer predictable, highly scripted work.

What You'll Do

• Handle a high volume of inbound calls while assisting travelers with managing their reservations, from quick updates to complex, multi-part issues requiring research and judgment.
• Update traveler contact information, modify reservations, process payments, manage airline tickets, reset online access, and provide general itinerary information.
• Follow up on customer requests through email and outbound calls.
• Communicate comprehensive information to travelers, including details about Grand Circle products and policies.
• Document all customer interactions and call notes accurately in assigned programs.
• Work efficiently across 5-7 programs and three monitors to resolve inbound calls.
• Excel in a values-focused environment by demonstrating Open & Courageous Communication, Risk Taking, Emotional Maturity, Thriving in Change, Teamwork, Speed, and Quality.
• Work in a metrics-driven environment that measures average handle time, after-call work, speed to answer, hold time, attendance, schedule adherence, post-call surveys, and values assessments.
• Build connections with travelers and respond with empathy when a trip is canceled, a world event changes an itinerary, or a request cannot be fulfilled.
• Investigate issues that are not black and white, use critical thinking and sound judgment, identify available options within company policy, and help preserve the customer relationship when plans change.

What You Bring

• At least 2+ years of experience working in a call center environment and handling inbound, customer service focused calls.
• Proven ability to handle customer conversations confidently in an unscripted environment.
• Strong problem-solving and critical-thinking skills, with comfort in situations that do not have a clear-cut answer.
• Ability to handle challenging calls with empathy, use sound judgment, and identify options that help preserve the customer relationship.
• At least 1 years of experience working remotely; preference is given to candidates who have started a new role and completed training remotely.
• Technology agility: Ability to work efficiently across evolving legacy and next-generation systems to deliver accurate traveler support.
• Continuous adaptability: Ability to learn new skills quickly and remain effective as tools, processes, and business priorities change.
• Reliable hardwired internet access; Wi-Fi connections are not permitted.

Compensation & Benefits

Base pay is $18.00 per hour, with eligibility for an annual incentive bonus. As an added perk, associates may have opportunities to earn extra income through overtime during peak booking and travel seasons, based on business need.

• Health and wellness: Heavily subsidized medical, dental, and vision coverage, plus wellness resources and virtual fitness opportunities.
• Time off: Substantial PTO, 11 paid holidays, and paid volunteer time.
• Travel privileges: 50% off trips for you and a companion, 25% off for additional immediate family members, and exclusive quarterly associate offers.
• Financial and development benefits: 401(k) with company match, life and disability insurance, tuition assistance, professional development, pet insurance, and home and auto discounts.

Training & Work Schedule:

Training: Six weeks, Monday-Friday, 9:00 a.m.-5:00 p.m. ET. Initial production schedule: For approximately the first 4-6 months, one of these schedules will apply:

• Sunday-Thursday: Sunday, 10:00 a.m.-6:00 p.m. ET; Monday-Thursday, noon-8:00 p.m. ET.
• Tuesday-Saturday: Tuesday-Friday, noon-8:00 p.m. ET; Saturday, 10:0am-6:00 p.m. ET.

Location Requirements

This remote position is open only to candidates residing in Alabama, Arizona, Florida, Georgia, Indiana, Nevada, North Carolina, Ohio, South Carolina, Texas, or Utah.