Reservation Support Specialist at Group Voyagers

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 SUPPORT SPECIALIST IN CUSTOMER CARE

The Reservation Support Specialist is responsible for the following results:

• Managing inbound and outbound phone calls, emails, and chats while maintaining productivity goals that support industry-leading service levels
• Handling inbound support and escalation calls
• Meet and exceed sales goals by placing outbound calls to retain business from customers on cancelled departures
• Improving customer satisfaction and loyalty by ensuring associates and customers receive accurate, timely, and quality information about the products we are supplying, and discovering and resolving customer dissatisfactions early and often
• Reaching and exceeding loyalty-based customer sales and service contact quality objectives by consistently looking for ways to create a positive, lasting memory of our interactions
• Collaborate in a team-work heavy environment to achieve results efficiently an effectively
• Identify and raise issues related gaps in knowledge and current processes
• Preparing potential solution ideas prior to raising up problems or questions
• Handling special projects as assigned through detailed program knowledge and interpersonal skills
• Creating and maintaining reservations for TourRadar working in the BCP (Online Portal owned by TourRadar) as needed.

EXPERIENCE PREFERRED

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

• One year or more experience in a call center support environment
• Demonstrating the importance of an excellent customer experience through support, sales, and service calls
• Providing valuable and actionable feedback to employees that promotes confidence and a better customer experience
• Technical and functional skills using a variety of computer applications. In-house this includes the reservation systems, Microsoft 365 tools including Outlook, Excel, Teams, and SharePoint, and scheduling and telephony tools.
• Ability to type at least 35 wpm and multi-task during customer contacts
• Providing creative solutions to complex travel problems
• In-depth knowledge of our travel brands, services, and supporting processes in ATLAS
• Strong written communication skills
• 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 solutions based culture, and should have one year of related education through experience in supporting service, sales, or travel industry employees, or equivalent combination of education and experience.

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.