Lead - During Travel- Remote

At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a Lead- During Travel within ALGV, one of our 14 industry-leading brands. In this role you'll be responsible for providing support to During Travel agents on all vacation brands regarding policy, procedure, and system functionality while also providing education and coaching to enable DT agents to exceed expectations. A successful team member is knowledgeable on DT (B2B/B2C) policies, has the ability to accurately interpret supplier policies, and problem solve. The agent is expected to provide coaching on process, customer service skills, and de-escalation techniques and to meet and/or exceed specific quality and service metrics. In addition, this role will provide support to customers/TAs that experience issues day of departure or during travel.

A successful a Lead- During Travel will:

• Assist During Travel Agents to resolve issues occurring for customers/TAs during travel
• Provide coaching on policy/procedure during problem resolution w/ During Travel Agent
• Provide superior customer service to internal team members
• Investigate and resolve escalations, complete required follow up/after call work
• Focus on problem resolution with attention to detail and documentation to decrease errors and maintain profitability
• Report system and product disruptions to service
• Act as the voice of the customer/TA and provide feedback for process improvements

A successful a Lead- During Travel will have:

• High School Diploma
• 1-3 year's experience with ALG Call Center in advanced Customer Service or Support role, computer proficiency
• Previous experience in an equivalent role and GDS experience, preferred
• Resolve issues independently
• Ability to be flexible with scheduling
• Proficient in GDS
• Ability to navigate multiple systems including MS Office, internet, and proprietary systems
• Ability to quickly and accurately comprehend numbers by adding, subtracting, multiplying and dividing
• Communicate with others via voice, email and chat clearly and concisely
• Ability to cross train to multiple brands and being multi-functional
• Assist with call volume to meet service levels
• Support other areas: email, call volume, projects

About Apple Leisure Group

As North America's only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands

AMResorts: Resort Brand Management: management of 5-star and 4-star luxury resorts through AMResorts® award-winning brand portfolio

AMSTAR: Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®

UVC: Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®

Trisept Solutions: Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com.

About ALG VACATIONS

The # 1 vacation brand in the world for packages to Mexico and Dominican Republic, offers the convenience of one-stop shopping. Apple Vacations® clients have access to flight, hotel, and transfers - they can also choose an all-inclusive resort where meals, drinks, and more are included - all for one affordable price

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:

Empathy • Integrity • Respect • Inclusion • Experimentation • Well Being

ALG's Commitment to Diversity & Inclusion

Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization. With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments.

At ALG, we strive for a world of understanding and care.

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.