Customer Service Coordinator

Travel Leaders Group - Work at Home3.5

Full-time
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Overview

Travel Leaders Group (www.travelleadersgroup.com) is transforming travel with a commitment to our vacation and business travel clients through our progressive approach toward each unique travel experience. Having already assisted millions of travelers, Travel Leaders Group manages leisure, business and franchise travel operations under a variety of diversified divisions and brands. With over 7,000 agency locations, Travel Leaders Group ranks as one of the industry’s largest traditional travel agency companies.

The customer care service desk team will be responsible for providing resolution for post trip customer service issues for travelers and providing Agency Direction depending on the inquiry. This department is designed to provide extraordinary service to The Travel Collection Traveler population and timely and concise support to the agencies enrolled in the APEX program. Responsibilities include but are not limited to: traveler issue resolution support, Agency program clarification, direction to complete a booking, vendor questions, technical support, Pay with Points Redemption process, analysis and trend reporting.

Responsibilities
Customer Service

Provide end to end research and resolution for reported customer service inquires on behalf of APEX travelers.
Communicate directly with traveler or other designated contacts in regards to research and outcomes.
Coordinate any customer payouts or credits.
Liaise with vendors (air/car/hotel) when required.
Provide monthly reporting for reported service issues, including tracking of payout amounts.
Provide analysis and trending in regards to service issue root cause.
Provide recommendations for training and or process improvement based on analysis.
Meet with Operations Director on a monthly basis to review service issue trends.
Card member /Pay with Points escalations ( we will route to AMEX)
Understand all aspects of the APEX program.
Remain up to date on all APEX and American Express training
Provide direction to agencies when looking for support related to( includes but not limited to):
How to complete a booking with the Travel Collection preferred vendors
Questions regarding Pay with Points (PWP) redemption
Program clarification
Direct Contract Inquiries to the right induvial within the individual BUs
Direct Onboarding questions to the ASKAPEX team
Report questions
Commission questions
Qualifications
5+ years’ experience in the travel industry (strong knowledge of WS/Sabre GDS is required)
Excellent written and verbal skills
Excellent customer service skills
Strong attention to detail
Strong Microsoft office skills (word, excel)

Leadership Abilities:
Has strong understanding of own skill set and development opportunities
Demonstrates exceptional team work
Proactively offers support when ability matches need
Acts as a leader among peers
Thanks peers for support they have provided
Consistently demonstrates master of the guiding principles in daily work habits
Ability to provide constructive feedback to agents, peers and leaders when appropriate
Ability to handle very difficult situations
May seek minimal guidance, but generally has solution at hand
Thinks creatively to find best/appropriate solution to difficult problems
Able to support peers in decision making
Knows when to escalate to a leader
Strong understanding of key APEX initiatives and employs strong change management skills consistently