Customer Service Agent

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

📋 Description

• Manage a substantial volume of inbound calls from confirmed travelers.

• Assist clients in handling reservations and maintaining their itineraries.

• Update contact details for travelers.

• Adjust reservations and process payments efficiently.

• Oversee airline ticket management.

• Reset online access for users as needed.

• Provide general information regarding itineraries.

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

• Deliver detailed information about products and policies.

• Record customer interactions and notes in designated programs.

• Operate efficiently across 5–7 programs and utilize three screens.

• Function within a values-driven environment.

• Achieve key performance metrics such as Average Handle Time, After Call Work, Average Speed to Answer, Hold Time, Attendance, Adherence, Post Call Surveys, and values assessment.

⛳️ Requirements

• Minimum of 2 years experience in a call center environment handling customer service-related calls.

• Expertise in an unscripted work setting.

• At least 1 year of remote work experience; preference for candidates who have begun and trained in a remote capacity.

• Hardwired internet connection is mandatory; Wi-Fi is not permitted.

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

• Commitment to six weeks of training, Monday–Friday, from 9:00 AM to 5:00 PM ET.

• Availability for the first 4–6 months of production schedules, which may include Sunday–Thursday or Tuesday–Saturday shifts.

🏝️ Benefits

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

• Access to an on-site gym.

• Holistic wellness sessions available.

• Group fitness classes offered.

• Generous Paid Time Off (PTO).

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

• 50% discount on trips for you 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 options.

• Tuition assistance for both professional and personal growth.

• Opportunities for professional development through international travel.

• Direct access to Pinnacle Leadership & Team Development resources.

• Flexible Spending Account (FSA) options.

• Pet insurance available.

• Discounts on home and auto insurance.

• Paid time off for volunteer work.