Inbound Customer Service Agent

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

📋 Description

• Handle a significant number of inbound calls from confirmed travelers.

• Support customers in managing their reservations and keeping itineraries up to date.

• Update travelers’ contact details.

• Process payments efficiently.

• Manage airline reservations effectively.

• Reset online access for users as needed.

• Provide general information regarding itineraries.

• Address escalated calls and resolve issues in a customer-focused manner.

• Convey detailed product and policy information to travelers.

• Document customer interactions and call notes in designated programs.

• Operate efficiently across multiple platforms to manage and resolve inbound calls.

• Function within a values-oriented and metrics-driven environment.

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

⛳️ Requirements

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

• 3–5+ years of experience in a call center environment handling customer service calls.

• Proficient in working within an unscripted setting.

• Over 1 year of remote work experience, with a preference for candidates who began and trained remotely.

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

• Recommended internet speeds of 50 MBPS for download and 25 MBPS for upload.

• Capability to adhere to specified training and production schedules.

• Ability to participate in a camera-on environment for team, department, and company meetings.

• Competence in working within a metrics-driven environment.

• Proficient in using 5–7 programs simultaneously across 3 screens.

🏝️ Benefits

• Annual incentive bonus.

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

• Access to an on-site gym.

• Participation in holistic wellness sessions.

• Group fitness class offerings.

• 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 options.

• Tuition assistance for 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 availability.

• Discounts on home and auto insurance.

• Paid time off for volunteering.