Call Center Customer Service Specialist-Quality Reward Travel / Travel Consultant

EXCITED TO GROW YOUR CAREER? WE'RE GLAD YOU'RE HERE!

Basic Purpose :

Responsible for handling inbound calls, assisting customers with inquiries, resolving issues, and providing exceptional service. This includes, but is not limited, to processing airline, car rental and hotel reservations, as well as answering questions related to online travel booking portal.

Scope :

Supports moderate to complex programs with multiple campaigns or clients. No budgetary responsibilities. No supervisory responsibilities.

Reporting and Working Relationships :

Reports to supervisors (lead agents)

Starting pay begins at $15 / hour.

Schedule Monday-Friday 8a-430pm CST rotating Saturdays 8a-430pm CST.

Location : Fenton, MO - opportunities for hybrid schedule upon successful completion of training program.

Primary Responsibilities :

1.) Demonstrates thorough understanding of recommending and booking travel reservations after successful completion of four-week on-site training program. This training includes both classroom assessment as well as sit-beside training.

2.) Receives / researches incoming inquiries via inbound calls and utilizes approved scripting to handle questions and issues regarding programs and services. The approved scripting will also be used to book travel reservation(s).

3.) Meet performance metrics, including call handling time and customer satisfaction scores.

4.) Accurately processes customer travel reservation(s) using applicable GDS system provided.

5.) Maintain customer account security using internal software solutions.

6.) Resolve customer issues and complaints efficiently and escalate complex issues when necessary following internal processes and procedures.

7.) Collaborate with team members and other departments to ensure seamless customer service.

8.) May provide training support to new hires training which involves sit besides allowing the new hire to demonstrate the knowledge they acquired in the classroom setting.

Qualifications :

• Three to six months of prior experience in a call center, customer service, or travel agency setting is preferred but not required.
• Clear speaking voice, excellent grammar, and strong verbal and written communication skills are essential.
• Ability to manage several things at the same time, strong retention, research, analytical, and problem-solving abilities are required.
• Proficiency in using PCs and navigating various software applications is required.
• High school diploma or GED is required.

Starting Pay begins at $15 per hour.

Location : Fenton, MO - opportunities for hybrid schedule upon successful completion of training program.

Main Competencies :

Impact, initiative, judgment and decisiveness, oral communication, oral presentation, quality-of-service orientation, team orientation, technical knowledge, tenacity / resilience and written communication.

Disclaimer :

This job description is designed to indicate the general nature and level of work performed by associates within this classification.It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.

Quality Reward Travel will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.

Quality Reward Travel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to HumanResources@qrt.bz .