Travel Counselor

Odysseys Unlimited; Newton (MA); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company match

Generous vacation benefit

10+ paid holidays annually

Discretionary financial performance

Tuition assistance program

Comprehensive Employee Assistance Prog

Professional development, including F熟

Milestone anniversary program

Travel benefits, including: Employee t

Paid family and medical leave

Long-term disability coverage

Paid group life insurance

Annual company-paid charitable giving

Wellness programs

Diversity, Equity, and Inclusion 委员会

Work from home opportunities (Hybrid)

Job summary

Odysseys Unlimited in Newton, MA, seeks a Travel Counselor to join the Reservations and Customer Service team. You will assist mature guests with travel plans, provide exceptional personal attention, and maintain high standards of telephone etiquette.

The role requires strong communication, data-entry accuracy, and proficiency with Word, Excel and Outlook. Hybrid work with in-office days in Newton; occasional travel benefits and a wide benefits package are included.

Qualifications

• Minimum two years in a customer service environment.
• Exceptional communication skills (both verbal and written).
• Ability to communicate to mature guests in a courteous, calm and empathic manner.
• Excellent organizational skills with high attention to detail and accuracy.
• Computer literacy including MS Word, Excel and Outlook.
• Ability to multitask and work in a fast-paced, team environment.
• International travel experience (outside of North America) preferred.
• Call/contact center experience a plus.

Responsibilities

• Provide professional assistance for incoming customer telephone calls for service and sales.
• Maintain the highest degree of telephone etiquette on all calls taken.
• Conduct outbound calls as needed (collections, date consolidation, requested call-backs).
• Update and maintain reservation information in accordance with company guidelines.
• Administrative responsibilities including data-entry and quality assurance.
• Maintain collaborative relationships with co-workers in order to achieve departmental goals and foster a positive work environment.
• Make and take calls with colleagues in order to cultivate a better understanding of departmental processes and policies.
• Assume responsibilities for other projects as assigned.
• Must be available to work shifts within Contact Center hours - Monday through Friday from 9:00 a.m. to 7:00 p.m. ET.

Skills

Customer service

Communication skills

Empathy

Organizational skills

Telephone skills

Tools

MS Word

MS Excel

MS Outlook

Job description

As a leader in small group travel, Odysseys Unlimited designs and operates exceptional guided tours around the world, giving guests the opportunity to experience the rich cultures, history, and people of the places we visit. We are committed to a culture of excellence, career growth, and fostering an inclusive environment at our headquarters in Newton, Massachusetts and wherever our travels take us. We value diverse perspectives and believe that solutions can, and should, come from everyone. Our team is made up of adventurous, dedicated individuals who take pride in helping our guests realize their travel dreams. Our employees are part of a company committed to making a positive impact by giving back both locally and to the communities we visit abroad. We are an equal opportunity employer, offering a collaborative and supportive environment where you can discover all the travel industry has to offer.

Title

Travel Counselor

Reporting to

Supervisor, Reservations and Customer Service

Overview

Working in a professional environment as part of the Reservations and Customer Service team, this position requires an articulate candidate who will be committed to the highest level of customer service and possess excellent listening, communication and telephone skills. We are looking for a positive individual with contact center or customer service experience who will enjoy assisting mature guests in making travel plans and provide an exceptional level of personal attention and care to them before, during and after the tour.

Responsibilities

• Provide professional assistance for incoming customer telephone calls for service and sales
• Maintain the highest degree of telephone etiquette on all calls taken
• Conduct outbound calls as needed (collections, date consolidation, requested call-backs)
• Update and maintain reservation information in accordance with company guidelines
• Administrative responsibilities including data-entry and quality assurance
• Maintain collaborative relationships with co-workers in order to achieve departmental goals and foster a positive work environment
• Make and take calls with colleagues in order to cultivate a better understanding of departmental processes and policies
• Assume responsibilities for other projects as assigned
• Must be available to work shifts within Contact Center hours - Monday through Friday from 9:00 a.m. to 7:00 p.m. ET.

Qualifications

• Minimum two years in a customer service environment
• Exceptional communication skills (both verbal and written)
• Ability to communicate to mature guests in a courteous, calm and empathic manner
• Excellent organizational skills with high attention to detail and accuracy
• Computer literacy including MS Word, Excel and Outlook
• Ability to multitask and work in a fast-paced, team environment
• International travel experience (outside of North America) preferred
• Call/contact center experience a plus

Benefits

• Medical, dental, and vision insurance coverage
• Healthcare spending accounts & flexible spending account options
• 401(k) plan with company match
• Generous vacation benefit, plus sick and personal time
• 10+ paid holidays annually
• Discretionary financial performance bonus
• Tuition assistance program
• Comprehensive Employee Assistance Program
• Professional development, including Familiarization Trips (for most positions)
• Milestone anniversary program
• Travel benefits, including: Employee discount on Odysseys tours (after one year of service), International Airlines Travel Agent Network (IATAN) membership
• Paid family and medical leave and long-term disability coverage
• Paid group life insurance, including spouse and dependent coverage and optional voluntary life, accident and critical illness insurance
• Annual company-paid charitable giving program
• Wellness programs, including mental health and stress management, chair massages, pedometer contests, and more
• Employee-led Diversity, Equity, and Inclusion Committee
• Work from home opportunities (Hybrid work schedule)

Please note this is a hybrid position that will require in-office days at our Newton, MA office.

These benefits are subject to change and may have additional eligibility requirements. Odysseys Unlimited's Human Resources department can answer any questions a candidate may have.

Odysseys Unlimited is proud to be an Equal Employment Opportunity employer committed to maintaining a diverse and inclusive workplace. Applicants will not be discriminated against because of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, physical or mental disability, or any other status protected by law. All employment decisions are based on individual qualifications and business need to further the principle of equal employment opportunity.