Customer Service Agent

This is a fully remote position, open to applicants in Alabama, +8 more states.

📋 Description

• Manage a large volume of incoming calls, assisting travelers with their reservations and addressing complex issues.

• Update traveler contact details and make modifications to reservations.

• Handle payment processing and manage airline ticketing.

• Reset online access and deliver general itinerary information.

• Follow up on customer inquiries via email and outbound calls.

• Share information regarding Grand Circle products and policies.

• Accurately document customer interactions and call notes.

• Operate across 5–7 programs and utilize three monitors to resolve incoming calls.

• Function in a metrics-driven setting that evaluates call handling, attendance, schedule adherence, surveys, and values assessments.

• Establish connections with travelers and respond with empathy to cancellations and itinerary modifications.

• Investigate intricate issues, employing critical thinking and judgment, to identify policy-compliant solutions while maintaining customer relationships.

⛳️ Requirements

• A minimum of 2+ years of experience in a call center setting, focusing on inbound customer service calls.

• Demonstrated ability to engage confidently in customer conversations within an unscripted environment.

• Strong problem-solving skills and critical thinking abilities.

• Capacity to handle challenging calls with empathy, using sound judgment to identify options that help maintain customer relationships.

• At least 1 year of remote work experience; preference will be given to candidates who have commenced a new role and completed training remotely.

• Ability to work efficiently across both evolving legacy systems and next-generation platforms.

• Quick learner capable of adapting to new skills while remaining effective as tools, processes, and business priorities evolve.

• Reliable hardwired internet connection is required; Wi-Fi connections are not acceptable.

• Candidates must reside in Alabama, Arizona, Florida, Georgia, Indiana, Nevada, North Carolina, Ohio, South Carolina, Texas, or Utah.

🏝️ Benefits

• Eligibility for an annual incentive bonus.

• Overtime opportunities during peak booking and travel seasons, based on business needs.

• Heavily subsidized medical, dental, and vision coverage.

• Access to wellness resources and virtual fitness programs.

• Generous paid time off (PTO).

• 11 paid holidays each year.

• Paid time off for volunteering.

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

• 25% discount on trips for additional immediate family members.

• Exclusive quarterly offers for associates.

• 401(k) plan with company match.

• Life and disability insurance coverage.

• Tuition assistance programs.

• Opportunities for professional development.

• Pet insurance options available.

• Discounts on home and auto insurance.