Customer Service Representative

Are you passionate about travel and enjoy providing exceptional Customer Service? We are looking for a friendly and enthusiastic Customer Service Agent to join our team and make a difference in the lives of our new members. As Customer Service Agent / Retention Specialist, you will play a crucial role in ensuring our members feel valued leveraging loyalty, engagement, and satisfaction to build a lasting relationship.

Job Responsibilities:

1. Welcome Calls: Reach out to newly registered members with a warm and friendly demeanor, offering a heartfelt welcome to our exclusive travel club. Make them feel excited about the benefits and experiences that await them.

2. Membership Orientation: Scheduling webinars to guide new members through the various features and benefits of our travel club website, explaining how to access exclusive offers, plan trips, and use our online platform effectively.

3. Provide Assistance: Address any queries or concerns the new members may have regarding their membership, benefits, or upcoming travel plans. Offer prompt and accurate solutions to enhance their overall experience.

4. Member Engagement: Build a rapport with our new members by actively listening to their preferences, travel interests, and aspirations. Tailor your welcome call notes to suit their individual needs and desires.

5. Analytics : Proactively seek feedback from members about their sign-up experience and suggestions for improvements. Relay valuable feedback to the management team to retain businesses and services, increase loyalty, and create solutions to consumer issues.

6*. Membership Retention: Foster a positive relationship with new members, ensuring they remain engaged with the travel club and feel confident about their decision to join. Manage email, customer relationship management (CRM) systems, and short message services (SMS) programs. Record and retain interaction, effectively communicate with related departments to reduce customer attrition and optimize revenue by retaining existing customers and maximizing the current customer base.*

7. Planning for the future: They analyze customer information to make necessary adjustments and create future strategic plans. Retention experts also identify and support the adoption of market trends and technologies to ensure they stay ahead of the customer demand curve.

Requirements:

1. Bachelor’s Degree; or 5 years professional experience.

2. Proven experience in Customer Service, preferably in the travel industry or a similar service-oriented role.

3. Excellent verbal communication skills with a friendly and welcoming approach.

4. Strong listening skills and the ability to empathize with members' needs and concerns.

5. Proficient in using computer systems, databases, and web-based platforms. Knowledge and experience with Google Suites, CallRail and Docusign.

6. Familiarity with travel-related concepts, destinations, and industry trends.

7. Ability to multitask and manage time effectively in a fast-paced environment.

8. Self-starter: ability to work independently, take the initiative to learn new software. Dedicated to growth and learning new skills.

9. Highly organized, detail-oriented, and committed to delivering exceptional customer experiences.

10. Analyzing customer behavior. Problem-solving attitude and the capability to think on your feet.

Working Hours:

This position is full time, alternating weekends.

How to Apply:

If you're enthusiastic about travel and passionate about providing exceptional customer interaction, we'd love to hear from you! To apply, please send your resume, along with a brief cover letter, outlining your relevant experience and why you'd be an excellent fit for the Senior Customer Service Agent role.

Job Type: Full-time

Pay: $22.00 - $30.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 5 years

Shift:

• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Work setting:

• In-person
• Office

Work Location: In person