Customer Care Representative

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

📋 Description

• Manage 2–3 incoming service and reservation calls each hour

• Precisely execute requested modifications to current reservations

• Follow the Customer Connection methodology

• Effectively address customer inquiries independently and accurately utilizing available resources

• Navigate various browsers and systems

• Engage in instant messaging chats and respond to emails while maintaining active customer interactions

• Remain reachable and responsive via phone, email, and chat during designated work hours

• Achieve or surpass performance objectives and uphold productivity standards

• Attend team meetings and training sessions

• Enhance knowledge and stay updated on company initiatives

⛳️ Requirements

• Dependable and available to work a full-time schedule of 35–45 hours per week, depending on business requirements

• Ability to consistently provide outstanding customer service and resolve issues effectively, striving for one-call resolution

• High degree of attention to detail

• Strong typing abilities

• Proficient in internet navigation, chat, email, and Microsoft Office

• Capable of communicating through verbal, listening, and written forms

• Confident in making outbound follow-up calls to customers

• Open to receiving coaching feedback and implementing learnings

• Able to focus and remain seated or standing at a desk while repetitively viewing a computer screen and answering calls for each scheduled shift

• Self-driven and adaptable in a structured virtual call center environment

• Reliable internet connection with a minimum of 5.0 Mbps upload and 10 Mbps download speed

• Must have a private, distraction-free workspace

• Home office must be in a separate residence from any other World Travel Holdings remote employee

• Availability for assigned shifts between 10:00 AM and 11:30 PM EST, including weekends, holidays, and non-consecutive days off

• Willingness to work ongoing schedules that may vary between 6:00 AM and 2:00 AM EST

🏝️ Benefits

• Paid initial training and continuous development

• Computer equipment and headset provided for remote work

• Access to a real-time internal support team

• Medical, dental, and vision insurance coverage

• Company-paid life and disability insurance

• 401(k) plan with discretionary company matching

• Paid time off and recognized holidays

• Discounted cruises and travel agent rates

• Travel discounts and employee perks

• Employee Assistance Program (EAP)

• Opportunities for professional development and learning

• Bi-weekly performance incentives, with potential to earn up to an additional $1.25 per hour