[Hiring] After Hours Customer Service Representative @Travel Incorporated

Role Description

Do you love exploring new destinations, enjoy helping people, and want a career that offers growth and opportunity? Travel Incorporated is looking for motivated individuals to join our Contact Center team as Travel Consultants, where delivering outstanding client service is at the heart of everything we do.

This role is more than just employment — it’s your gateway into the travel industry with a respected, innovative company that recognizes and appreciates its team members.

Why This Role Is Worth Your Time: Build a Career, Not Just a Job

• You’ll begin with 6 months of paid training through TI University.
• After training, you’ll work remotely on a third shift schedule, applying what you’ve learned with the full support of a team that wants you to succeed.

Make an Impact Every Day:

• Assist clients in creating travel itineraries tailored to their business trips and schedules.
• Provide customized recommendations, address challenges as they arise, and identify opportunities to enhance their journeys.
• Foster strong relationships built on trust and exceptional service.

Grow With Us:

• From your first day at TI, you’ll be on a path to progress.
• As your skills develop, so will your responsibilities — from basic bookings to more complex, consultative travel planning.

What You’ll Do

• Successfully complete in-depth training and transition into confidently managing incoming client calls, emails, and chats.
• Use strong listening skills to understand each client’s objectives and design travel solutions that fit their needs.
• Assist clients with itinerary choices, updates, and helpful travel guidance.
• Provide outstanding service that enhances client satisfaction and contributes to performance targets.
• Work closely with internal teams to ensure seamless and accurate travel arrangements.
• Take initiative to recognize and act on opportunities that elevate the overall client experience.
• Keep an eye on multiple queues and help fix common issues like missed tickets, refunds, fare errors, and other client requests.
• Take ownership of group booking tasks, including early bird check-ins, seat assignments, and basic group processing.
• Track and manage incoming hotel inquiries, responding quickly and appropriately to each request.

Qualifications

• A genuine passion for helping others and delivering great customer service.
• Clear, confident communication and the ability to build trust with clients.
• Comfort with technology, including email, chat, and other digital tools.
• Strong attention to detail, organization, and the ability to work well in a structured setting.
• Previous client service or call center experience is a plus, but not required.

Requirements

• Remote (not mobile): You’ll work from a dedicated home office with high-speed internet (satellite, T-Mobile, and Verizon home internet are not supported).
• Training Schedule: Mon–Fri, 8:00 AM–5:00 PM ET (Up to 6 months on site for local candidates; 5 1/2 months remote / 2 weeks in-person for non-local candidates).
• Post-Training Schedule: Third shift with start times between 9:00 PM and 12:00 AM ET either Tuesday – Saturday or Sunday – Thursday.
• Annual travel to our Duluth office 2–3 times per year for team engagement and development.

Benefits

• Join a trusted, mission-driven company that values innovation and exceptional service.
• Clear pathways for career growth and ongoing training.
• A collaborative environment where your ideas are valued and your contributions truly matter.
• All necessary equipment is provided, and travel expenses are covered for required in-person training.