As a leader in small group travel, Odysseys Unlimited designs and operates exceptional guided tours around the world, giving guests the opportunity to experience the rich cultures, history, and people of the places we visit. We are committed to a culture of excellence, career growth, and fostering an inclusive environment at our headquarters in Newton, Massachusetts and wherever our travels take us. We value diverse perspectives and believe that solutions can, and should, come from everyone. Our team is made up of adventurous, dedicated individuals who take pride in helping our guests realize their travel dreams. Our employees are part of a company committed to making a positive impact by giving back both locally and to the communities we visit abroad. We are an equal opportunity employer, offering a collaborative and supportive environment where you can discover all the travel industry has to offer.
Expected to pay salary range : $49,700 - $52,300 / annually
Title: Travel Counselor
Reporting to: Supervisor, Reservations and Customer Service
Overview:
Working in a professional environment as part of the Reservations and Customer Service team, this position requires an articulate candidate who will be committed to the highest level of customer service and possess excellent listening, communication and telephone skills. We are looking for a positive individual with contact center or customer service experience who will enjoy assisting mature guests in making travel plans and provide an exceptional level of personal attention and care to them before, during and after the tour.
Responsibilities:
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Provide professional assistance for incoming customer telephone calls for service and sales
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Maintain the highest degree of telephone etiquette on all calls taken
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Conduct outbound calls as needed (collections, date consolidation, requested call-backs)
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Update and maintain reservation information in accordance with company guidelines
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Administrative responsibilities including data-entry and quality assurance
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Maintain collaborative relationships with co-workers in order to achieve departmental goals and foster a positive work environment
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Make and take calls with colleagues in order to cultivate a better understanding of departmental processes and policies
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Assume responsibilities for other projects as assigned
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Must be available to work shifts within Contact Center hours – Monday through Friday from 9:00 a.m. to 7:00 p.m. ET.
Qualifications:
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Minimum two years in a customer service environment
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Exceptional communication skills (both verbal and written)
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Ability to communicate to mature guests in a courteous, calm and empathic manner
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Excellent organizational skills with high attention to detail and accuracy
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Computer literacy including MS Word, Excel and Outlook
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Ability to multitask and work in a fast-paced, team environment
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International travel experience (outside of North America) preferred
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Call/contact center experience a plus
Benefits:
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Medical, dental, vision and flexible spending account
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401k plan with company match
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Paid family and medical leave and long-term disability
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Group life insurance ($50,000) and optional voluntary life
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10+ Paid holidays
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Generous vacation policy
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Discretionary financial performance bonus
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Tuition assistance program
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Professional development, including Familiarization Trips (for most positions)
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International Airlines Travel Agent Network (IATAN) Membership
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50% Employee discount on Odysseys tours
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Charitable donation program and fundraising events
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Wellness programs including stress management, nutrition and meditation sessions
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Employee-led Diversity, Equity and Inclusion Committee
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Work from home opportunities
Odysseys Unlimited is proud to be an Equal Employment Opportunity employer committed to maintaining a diverse and inclusive workplace. Applicants will not be discriminated against because of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, physical or mental disability, or any other status protected by law. All employment decisions are based on individual qualifications and business need to further the principle of equal employment opportunity.
