Travel Customer Support Representative - (Hybrid)

Cruise Planners HQ; Florida; Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Cruise Planners provides support for our proprietary software and helps agents grow their business. As a Care Team Advocate you will respond to calls, emails and tickets, troubleshoot issues, and share improvements for CP tools, vendor products and marketing initiatives.

This hybrid role (Remote: Mondays and Fridays, Onsite: Tuesdays–Thursdays) requires a high school diploma or GED and about 3 years of relevant experience; bilingual skills are a plus and travel industry knowledge is preferred.

Qualifications

• High school diploma or GED or equivalent.
• 3 years of relevant experience.
• Bi-lingual preferred; travel industry experience a plus.

Responsibilities

• Answer incoming calls and ticket inquiries.
• Explain and answer questions about new business initiatives and promotions to help agents grow their business.
• Assist agents with vendor questions, marketing plans, and orders.
• Support agents with technical issues and respond quickly.
• Troubleshoot escalated inquiries to resolve tickets.
• Provide software and third-party product support.
• Enter notes in Call Tracker to keep team updated on status.
• Communicate with third party vendors to resolve issues such as pricing and itineraries.

Skills

Communication

Customer service

Problem solving

Marketing knowledge

Multi-tasking

Organized

Social media knowledge

Android/iOS support

Remote software support

Desktop support

Microsoft Office

Outlook

Word Excel PowerPoint

Travel industry experience

Bi-lingual

Education

High school diploma or GED equivalent

Tools

Outlook

Microsoft Office

Job description

_ ** _ Candidates must be authorized to work for ANY employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa _ ** _

Job Summary

As a Care Team Advocate, you will be part of a team who provide support for our proprietary software, as well as general software issues. You will respond to agent calls, emails and tickets issued and take the necessary course of action to resolve it. You will need to trouble shoot more technical problems or ask for assistance from the designated team member in that area to resolve the ticket. You will identify common user challenges and proactively find ways to improve our products and processes. Also, you will provide training on CP tools, vendor products, and marketing initiatives to help agents grow their business.

Responsibilities

• Answer incoming calls and ticket inquiries sent to Care Team
• Explain and answer questions regarding new business initiatives, promotional offers, Group Advantage Pricing and other information that will assist in helping agents grow their business
• Assist agents with vendor specific questions, marketing plans, Full Sails, CP Pod and magazine orders.
• Support our agents with technical issues and respond as quickly as possible.
• Troubleshoot escalated inquiries to help resolve tickets
• Provide proprietary and general software support.
• Provide support and technical assistance on third party products
• Relay an estimated time frame to agent for resolution
• Enter notes in Call Tracker so all Care Team members are always aware of status
• Recognize common technical and support issues and collaborate with Care Team Manager on how these issues can be resolved.
• Communicate with third party vendors as needed to resolve issues such as eConnect pricing, itineraries, client reservations, etc.
• Suggest or create how to guides or video tutorials that can be used to help guide agents or as content for CP Genie.
• Attend Bootcamp, Star U, or other offsite events as needed
• Other related duties as needed

The items listed above are intended to provide an overview of the essential functions of the job.__

This is not an exhaustive list of all functions and responsibilities that the position may be required to perform.__

Competencies

• Must have excellent verbal and written communication, customer service skills, problem solving ability, marketing knowledge and listening skills
• Must be able to multi-task
• Must be well organized
• Knowledge of social media and email programs (i.e. Facebook, Twitter, Outlook)
• Android and IOS support
• Remote software support
• Desktop Support
• Microsoft Office Suite and remote software support
• Outlook and Apple Mail email clients
• Knowledge of Word, Excel, PowerPoint
• Travel Industry Experience preferred
• Bi-Lingual preferred

Requirements

• High school diploma or GED equivalent
• 3 years of relevant experience

This is a hybrid role (Remote: Mondays and Fridays, Onsite: Tuesdays, Wednesdays and Thursdays)

Cruise Planners provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws. Cruise Planners complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities or team members. This policy applies to all terms and conditions of employment.