Group Reconciliation Coordinator

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

📋 Description

• Review and reconcile all groups with the internal reservation system, cruise lines, and reports from land suppliers.

• Communicate necessary corrections to agents through detailed email notifications.

• Keep accurate records of activities related to groups.

• Respond to incoming communications from agents via email and phone.

• Provide assistance to agents regarding systems, procedures, products, promotions, customer service, and issue resolution.

• Act as the primary technical support contact and work alongside technical support on group-related technical matters.

• Follow up on agent inquiries within 24 hours.

• Work collaboratively with colleagues to manage workloads and ensure timely and accurate task completion.

• Assist with inquiries related to the Group Registration Website, including site customization and usage.

• Stay updated on production knowledge through online courses, vendor e-learning, and additional resources.

• Offer assistance to agents and colleagues with tasks as required.

• Support the Support Services team with group booking administration when needed.

• Compile and distribute reports to management and agent teams.

• Conduct training sessions and engage in or lead special projects.

• Update the Business Center with relevant group information.

• Perform other duties as assigned.

⛳️ Requirements

• High School diploma or GED equivalent.

• A minimum of 2 years of customer service experience in a high call volume, fast-paced environment.

• Knowledge of bookkeeping is preferred.

• Strong written and verbal communication skills.

• Charismatic personality to deliver exceptional customer service.

• Proficient in Microsoft Word, Excel, and PowerPoint.

• Ability to quickly and accurately access and enter information using an automated system.

• Capability to interact with customers while navigating and performing actions on various computer systems.

• Ability to work independently, maintaining a high level of accuracy and strong attention to detail.

• Must be able to concentrate and sit for extended periods.

• Must excel in challenging environments and meet deadlines.

• Availability to work Monday-Friday from 9am to 10pm EST and some Saturdays if required.

• Experience in the travel industry and group support is preferred.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Company-paid life and disability insurance.

• 401(k) with a discretionary company match.

• Paid time off and holidays.

• Travel discounts and employee perks.

• Employee Assistance Program (EAP).

• Opportunities for professional development and learning.

• Remote work availability.