Provide extraordinary customer service to our Premium card members
Own the planning, research, and execution of customized travel experiences
Build professional relationships and rapport with our Premium card members in order to deliver personalized customer experiences
Receive and send emails and phone calls to service providers (airlines, hotels, car rental companies)
Follow-up communications with card members (email, outbound call) to complete reservations, notify of schedule changes, etc.
Resolve issues that may arise with card members with a sense of urgency with proper supervision
Commitment to high-quality customer service by ensuring response to calls and emails are resolved in a timely and professional manner
Deliver the brand promise every day
Minimum 1-2 years of strong customer service experience; having interacted with customers to provide resolutions and fulfill customer requests
A true passion for travel; personal travel experience required
Knowledge of international and domestic geographical locations, proper spelling of locations, points of interest, etc.
Strong computer and internet navigation skills
Strong service mentality with a willingness to go above and beyond for every customer
Ability to service a Premium customer by exuding confidence and knowledge during all customer interactions
Strong resilience and tenacity to overcome negative interactions and effectively problem solve
Solutions driven with effective consultative and critical thinking skills, having the ability to listen to and anticipate customers’ needs, in turn offering confident recommendations
Possess a can-do attitude, curiosity and a healthy competitiveness
Adaptable to change with the ability to think on their feet in order to accomplish goals
Self-reliant and able to thrive under pressure in order to handle critical situations
Able to think outside the box to come up with innovative solutions
Reliability and integrity driven; possessing enthusiasm and commitment in their work
An effective team player who is able to also work independently
Excellent grammar, enunciation, pronunciation, syntax verbal and written skills
Demonstrate robust multi-tasking skills (e.g. able to log calls and interact with the customer simultaneously)
Resourceful in finding answers using available tools, best practices, and creative thinking
High professional standards and the ability to work with diverse personalities
Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 9:00 am - 1:30 am PST | 12:00 pm - 4:30 am EST | 7 days a week (subject to change based on business needs). Training schedule: 10:00 am - 6:30 pm PST | Sunday thru Thursday up to 14 weeks (subject to change based on business needs)
High school diploma or equivalent