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 hotline.

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

• Reach out to the appropriate managers and coordinate assistance from various departments.

• Communicate any delayed arrivals.

• Monitor flight status and availability.

• Arrange alternative reservations as necessary.

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

• Represent Collette and ensure that customer interactions align with Customer Care Center quality and efficiency standards.

• Document and track issues for future trend analysis.

• Complete Client Care Center training and exhibit proficiency.

• Assist employees, managers, and call center operations through additional tasks and projects.

• Collaborate to uphold and advocate for company values and vision.

• Proactively identify opportunities for enhancing internal processes.

⛳️ Requirements

• One to three years of relevant experience.

• Associate’s or Bachelor’s Degree preferred, though any combination of education and/or experience will be considered.

• Capability to remain calm in a consistently stressful environment.

• Ability to show sympathy and empathy towards customers while following company policies.

• Fact-driven and analytical mindset.

• Strong problem-solving abilities and quick decision-making skills.

• Capacity to defuse stressful and confrontational situations effectively.

• Excellent communication and interpersonal skills.

• Strong computer proficiency.

• Working knowledge of CRM management, Microsoft Excel, Outlook, and Word is ideal.

• Self-motivated and eager to learn independently.

• Keen attention to detail with the capability to organize and prioritize tasks.

• Proficient conflict management skills.

• Spanish or French speaking abilities are a plus.

• Availability to work Thursday to Monday, from 12:00 a.m. to 8:30 a.m. EST.

• Flexibility to work overtime, holidays, and weekends as required.

• Must successfully complete Client Care Center training and demonstrate proficiency.

🏝️ Benefits

• Medical, Dental, and Vision coverage.

• Peloton One Membership.

• Generous Paid Time Off (PTO).

• Paid holidays.

• Paid birthday leave.

• Paid volunteer hours.

• 401(k) plan with company match.

• Paid parental leave.

• Paid bereavement leave.

• Employee Assistance Program.

• Tuition reimbursement.

• Exclusive travel discounts and incentives.