Customer Service Agent

📋 Description

• Manage a significant volume of incoming calls, assisting customers with their reservation management.

• Update traveler contact details, process payments, handle airline bookings, and provide general itinerary information.

• Address escalated calls, effectively de-escalating situations in a customer-focused environment.

• Convey detailed information to travelers regarding products and policies.

• Record all customer interactions and call notes in designated programs.

• Operate efficiently across multiple platforms to manage and resolve inbound calls (5-7 programs simultaneously, using 3 screens).

• Thrive in a values-driven environment characterized by open and courageous communication, risk-taking, emotional maturity, adaptability to change, teamwork, speed, and quality.

• Function effectively in a metrics-driven environment, focusing on Average Handle Time, After Call Work, Average Speed to Answer, Hold Time, Attendance, Adherence, Post Call Surveys, and values assessment.

• Participate in all team, department, and company meetings in a camera-on setting.

⛳️ Requirements

• 3 - 5+ years of experience in a call center setting, handling customer service-related calls.

• Demonstrated proficiency in an unscripted work environment.

• At least 1 year of remote work experience.

• Must have a wired internet connection (Wi-Fi is not acceptable), with recommended speeds of 50 MBPS download and 25 MBPS upload.

• Telephone service must be established via landline or VOIP, ensuring a stable phone service (phone number) for call routing.

• Telephone service should support call anchoring (open call for up to 8 hours daily) and allow for call forwarding.

• Must maintain a reliable telephone service that facilitates call anchoring and forwarding.

🏝️ Benefits

• Comprehensive and heavily subsidized medical, dental, and vision insurance plans.

• Access to an on-site gym.

• Participation in holistic wellness sessions.

• Enrollment in group fitness classes.

• Generous Paid Time Off (PTO).

• 11 paid holidays, including Juneteenth, Memorial Day, and Labor Day.

• Extensive parental leave, offering up to 12-16 weeks of paid leave at 100% base salary.

• 50% discount on trips for you and a companion.

• 25% discount for additional immediate family members.

• Exclusive quarterly travel deals for associates.

• 401(k) plan with company matching.

• Life insurance coverage.

• Disability insurance.

• Tuition assistance for both professional and personal growth.

• Opportunities for professional advancement through international travel.

• Direct access to Pinnacle Leadership & Team Development.

• Flexible Spending Account (FSA) options.

• Pet insurance available.

• Discounts on home and auto services.

• Paid volunteer time off to contribute to the community.