Travel & Luggage Support Specialist

SP+; Orlando (FL); On-site; USD 18,184 - 25,898; Full time

Benefits offered by this job

Medical

Dental

Vision

FSA

Disability insurance

Life insurance

Accident insurance

401k

Paid time off

Job summary

SP+, a Metropolis Company, is seeking a Customer Service Representative to join our Orlando call center. You will handle a high volume of phone and email inquiries from airline passengers and subcontractors, troubleshoot issues, and provide accurate information about baggage delivery and related services.

The role requires excellent communication, strong multitasking, and the ability to work evenings, holidays, and weekends.

Qualifications

• Exceptional written and verbal communication skills.
• Ability to work collaboratively in a team environment and support team decisions.
• Solid multi-tasking, prioritization and organizational skills.
• Travel Industry experience is a plus
• Must be available to work holidays and weekends
• Must be available to work our evening shifts between 3 PM-11:30 PM & 4 PM - 12:30 AM

Responsibilities

• Field incoming requests from end users and customers via telephone, e-mail or other established support channels
• Document all relevant information including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken and resolution.
• Utilize knowledgebase, FAQs, peers and all other available resources to aid in incident resolution to resolve customers' issues effectively and efficiently.
• Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude
• Answer incoming technical requests, quickly analyze, test and resolve the calls
• Create requests using our ticketed tracking system to create and track progress of request
• Process requests that are created via email and communicate with end users
• Monitor and manage orders following up on statuses and progress
• Communicate to end users and customers providing updates and statuses on their inquiries.
• Requires a patient and understanding individual who knows how to satisfy customers and maintain a cool demeanor
• Accurately enter data to ensure the orders are placed correctly.
• Collaborate with co-workers to ensure all orders are entered for the day.
• Ability to work independently and be able to work under pressure
• Utilize computer systems and multiple applications to manage orders
• Handling instances that involve customers who have been separated from their luggage

Skills

Exceptional communication

Teamwork

Multitasking

Travel industry experience

Job description

SP+, a Metropolis Company, is seeking a Customer Service Representative to join our Orlando call center. You will handle a high volume of phone and email inquiries from airline passengers and subcontractors, troubleshoot issues, and provide accurate information about baggage delivery and related services.

The role requires excellent communication, strong multitasking, and the ability to work evenings, holidays, and weekends.