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

• Support customers in handling their reservations

• Update traveler contact details

• Adjust reservations as needed

• Process payments efficiently

• Oversee airline ticket management

• Reset online access for customers

• Provide general information regarding itineraries

• Follow up on customer inquiries via email and outbound calls

• Relay comprehensive details about products and policies to travelers

• Record customer interactions and call notes in designated systems

• Operate effectively across multiple platforms and three screens

• Thrive in a values-driven environment that prioritizes communication, risk-taking, emotional intelligence, adaptability, teamwork, efficiency, and quality

• Perform duties within a metrics-focused environment

⛳️ Requirements

• Minimum of 2 years of experience in a call center setting, managing customer service calls

• Proven ability to excel in an unscripted environment

• At least 1 year of experience working remotely (preference for those who have trained and started remotely)

• Must have a hardwired internet connection; Wi-Fi is not acceptable

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

• Must adhere to the specified training and production schedules

• Capability to navigate 5 to 7 programs simultaneously using 3 screens

• Ability to perform within a metrics-driven framework, including metrics such as Average Handle Time, After Call Work, Average Speed to Answer, Hold Time, Attendance, Adherence, Post Call Surveys, and values assessment

🏝️ Benefits

• Annual incentive bonus

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

• Access to an on-site gym

• Holistic wellness sessions

• Group fitness classes

• Generous Paid Time Off (PTO)

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

• 50% discount on trips for the employee and a companion

• 25% discount on trips 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 development through international travel

• Direct access to Pinnacle Leadership & Team Development

• Flexible Spending Account (FSA) options

• Pet insurance available

• Discounts on home and auto insurance

• Recognition for milestones achieved

• Paid time off for volunteering