Contact Center Agent

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

📋 Description

• Support customers by managing itinerary modifications, cancellations, and rebooking for flights, accommodations, car rentals, and activities.

• Employ Sabre or other GDS tools to effectively research and handle travel bookings.

• Take complete responsibility for customer issues, ensuring comprehensive follow-up until a resolution is reached.

• Provide precise and clear information regarding fare regulations, hotel and rental policies, as well as change or cancellation charges.

• Offer swift, empathetic, and solution-focused assistance through phone, email, or chat channels.

• Tackle intricate travel challenges by critically analyzing situations and proactively suggesting alternatives or next steps.

• Keep accurate documentation of customer interactions and updates to bookings.

• Work in partnership with airlines, hotels, and other travel entities to advocate for and address customer issues.

• Hold yourself responsible for delivering timely and effective service, ensuring a positive experience for customers.

• Stay updated on industry changes, travel restrictions, and OTA practices.

⛳️ Requirements

• Experience in the travel industry, travel agency, or online travel agency.

• Proficiency in Sabre or a comparable GDS system.

• Strong knowledge of airline fare regulations, hotel cancellation policies, and third-party booking processes.

• Proven ability to take charge of customer cases, solve problems independently, and follow through to resolution.

• Exceptional communication skills with a keen attention to detail.

• Capacity to multitask and maintain composure in a dynamic environment.

• Flexibility to work varied schedules, including evenings, weekends, and holidays.

• Willingness to travel if required for training or meetings.

• High School diploma or equivalent experience.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• Life Insurance.

• Short-Term and Long-Term Disability Coverage.

• 401(k) Plan with Company Match — Eligible to Contribute Immediately.

• Paid Time Off and Company Holidays.

• Employee Assistance Program (EAP).

• Training Provided and Ongoing Development Support.