Reservation Sales & Service Specialist-Trade at Lontours Canada Limited – Toronto, Ontario

100% remote, based in the United States

• Training start date: March 11, 2025
• $18.25/hour plus monthly incentives

ABOUT GLOBUS FAMILY OF BRANDS

With 95+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 70 countries on six continents across the globe. With equal measures vision and hard work; team collaboration and commitment; adaptability, honesty, and integrity as well as a genuine love for all-things-travel, the Globus family of brands – a leader in international travel – now offers unparalleled, perfectly planned tours; inventive, inspiring cruises and modern, independent vacation packages to millions of travelers.

Travel and/or in-office presence may be required at times. Generous benefit package including travel benefits and retirement.

THE DEPARTMENT

Customer Care is tasked with growing the Trade side of the business through multiple sales channels; retail travel sellers (primary channel), 3rd party re-sellers and group sales. The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The departments under Customer Care are Reservation & Associate Support, Digital Support, Trade Groups, Training, Sales, Service, and Guest Resolution.

THE ROLE OF A RESERVATION SALES & SERVICE SPECIALIST IN CUSTOMER CARE

The Reservation Sales & Service Specialist is responsible for the following results:

• Managing inbound phone calls while maintaining productivity goals that support industry-leading inbound service levels
• Reaching and exceeding sales objectives by selling travel packages and product up-sells and cross-sells
• Handling inbound sales and service calls using industry-best customer sales techniques
• Developing internal relationships and fostering a spirit of cooperation with other Gfob departments as needed to serve the favorite W.I.N.E.s (wants, interests, needs, and expectations) of our customers
• Improving customer satisfaction and loyalty by ensuring customers receive accurate, timely, and quality information about the products we are supplying.
• Reaching and exceeding loyalty-based customer sales contact quality objectives by consistently looking for ways to create a positive, lasting memory of our interactions
• Contributing to a team effort by accomplishing related results or projects as needed
• Handling special projects as assigned through detailed program knowledge and interpersonal skills
• Cultivating and maintaining on-going relationships with all accounts and influencing product loyalty

EXPERIENCE PREFERRED

The preferred candidate has experience in or notable knowledge of the following areas:

• Demonstrating the importance of an excellent customer experience through the sales cycle to increase customer loyalty
• Building customer relationships
• Technical and functional skills using a variety of computer applications. In-house this includes the reservation systems, Microsoft 365 tools including Outlook, Excel, Teams, SharePoint, and scheduling and telephony tools.
• Working with points of interest/geography
• Ability to work in a call center environment that includes structure, shifts, performance measurements, etc.
• Understanding of contact center schedule adherence requirements, adhering to post schedules and using proper phone status

EDUCATION PREFERRED

The right candidate has a consistent desire for personal and professional growth, will live and breathe a learn-it-all culture, and should have one year of related education through experience in customer service, sales, or travel industry, or equivalent combination of education and experience.