Client Care Emergency Services Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to all incoming calls on the Collette emergency phone line.

• Address emergency situations and complaints involving clients, tour managers, and vendors.

• Notify relevant managers regarding delayed arrivals.

• Verify flight status and availability.

• Arrange alternate reservations as necessary.

• Issue or reissue airline tickets during off-peak hours.

• Represent Collette to passengers while adhering to the Customer Care Center philosophy.

• Record and track issues for future trend analysis.

• Complete Client Care Center training and showcase proficiency.

• Work scheduled shifts during operational hours, with the flexibility for overtime, holidays, and weekends as required.

• Undertake additional tasks and projects to support employees, managers, and call center operations.

• Collaborate to uphold and promote company values and vision.

• Proactively seek ways to enhance internal processes.

⛳️ Requirements

• Ability to maintain composure in a consistently stressful environment.

• Compassionate and empathetic customer service while following company policy.

• Fact-driven and analytical mindset.

• Logical decision-making utilizing established frameworks, processes, and policies.

• Capacity to defuse stressful and confrontational situations.

• Self-motivated and eager to learn independently.

• Outstanding communication skills.

• Proficient computer skills.

• Familiarity with CRM management, Microsoft Excel, Outlook, and Word is ideal.

• Keen attention to detail and capability to organize and prioritize daily tasks effectively.

• Flexibility to adjust communication style to suit various personalities.

• Proficient in conflict management and personal resilience.

• Ability to work scheduled shifts from Friday through Tuesday, 7:00 AM–3:30 PM EST.

• Willingness to work overtime, holidays, and weekends as needed.

• One to three years of relevant experience.

• An Associate’s/Bachelor’s degree is preferred, but any combination of education and/or experience will be considered.

• Proficiency in Spanish or French is a plus.

🏝️ Benefits

• Immersive benefits of the travel industry.

• Opportunity to explore the world.

• Client Care Center training sessions for new hires.

• Chance to support and promote the company’s values and vision.