Remote Customer Service Agent

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

Benefits offered by this job

Health and wellness benefits

Paid time off and holidays

Travel privileges and discounts

401(k) with company match

Job summary

Grand Circle is seeking Remote Inbound Customer Service Agents to support travelers who have booked trips. You will handle inbound calls and emails, update reservations, process payments, and provide comprehensive itinerary information from home.

Training is six weeks, with a production schedule varying across shifts. The role requires strong communication, empathy, and ability to navigate multiple systems while meeting performance metrics.

Qualifications

• At least 2+ years of experience in a call center environment.
• Proven ability to handle customer conversations confidently in unscripted environments.
• Strong problem-solving and critical-thinking skills.
• Ability to handle challenging calls with empathy and sound judgment.
• At least 1 year of remote work experience; prefer those who started a role remotely.
• Technology agility to work across evolving systems.

Responsibilities

• Handle a high volume of inbound calls to assist travelers with managing reservations.
• Update traveler information and process payments or ticket changes.
• Follow up on requests via email and outbound calls.
• Communicate Grand Circle products and policies clearly to travelers.
• Document all interactions and work across multiple programs and monitors.

Skills

Call center experience

Unscripted conversations

Problem solving

Critical thinking

Empathy in calls

Remote work experience

Reliable internet access

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'll 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, 10:00 a.m.-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.