Job Description
Chase Travel offers a new way for our customers to discover, plan and experience the world. From fresh trip recommendations to upgraded stays, chasetravel.com provides a full-service travel solution for our customers who crave authentic experiences, unrivaled access, and seamless planning. Join Chase Travel and help us build the future of travel while taking your career to new heights!
As a Servicing Travel Advisor III within Chase Travel, you will be confident, observant, responsible, and exceptional in every interaction. You will own the servicing experience for Customers with both new and existing travel reservations, and will serve as a travel expert who speaks with clarity and positivity. You will listen to the needs of each customer and tailor your approach to the customer. You will be accessible and helpful in taking the necessary steps to recognize, research, and resolve issues through diagnosis and discussion of a particular problem with a focus on real-time resolution. You will proactively work with external providers as needed to minimize costs and negotiate an appropriate resolution in a timely manner for customers, all while providing a level of service that customers do not experience elsewhere.
Job responsibilities
- Demonstrate extreme ownership in assisting customers with customized travel experiences
- Respond to customer inquiries related to travel arrangements and resolve issues by focusing on short-term and long-term fixes by being the company and customer advocate and focusing on root-cause resolution tactics
- Collaborate with internal teams to troubleshoot, learn, and deliver timely resolutions holding a high regard for accuracy
- Maintain a knowledge of all client programs, products, and procedures and support various on-line booking tools and knowledge of multiple websites
- Effectively negotiate with vendors and external customers to reach an acceptable resolution for all parties including issues with loyalty points, redemptions, program exceptions, waiving of fees, etc.
- Maintain high levels of call quality based on outlined criteria; maintain appropriate level of confidentiality regarding information shared and observed. Keep immediate supervisor fully informed of all issues or unusual matters of significance and take prompt corrective action where necessary or provide suggestions for alternative courses of action
- Provide a professional level of energy and enthusiasm as well as favorable working relationships when partnering with internal and external customers and all departments to result in increased quality and customer service levels
Required qualifications, capabilities, and skills
- High School Diploma or equivalent
- Must have at least two years of experience in the travel industry
- Intermediate to advanced knowledge/proficiency of the Global Distribution System (GDS) and/or other technology platforms including self-booking tools
- Demonstrate effective communication and interpersonal skills to effectively manage internal and external customer issues.
- Working knowledge of appropriate Microsoft Office programs such as Excel, Word, and Outlook; quick study of technical concepts.
- Excellent time management and multi-tasking ability to include advanced knowledge/proficiency using multiple screens in an online environment
- Ability to work independently, yet also function as a team member
Shift / Schedule information
Work schedules will vary. You must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter. This position requires that you attend the training as scheduled. The training hours may not coincide with your regularly scheduled hours.
