[Hiring] Client Care Emergency Services Specialist @COLLETTE TRAVEL SERVICE INC

Role Description

The Client Care Emergency Services Specialist will be responsible for answering all incoming calls on the Collette emergency phone line. Issues may be related to flight and transportation delays, passenger illness, and injuries that may occur while on tour. Specialists are given a higher empowerment level allowing them the ability to make decisions as needed to resolve issues. Confidence is key. This role is for a creative thinker who is very customer service oriented and must be a good problem solver with the ability to spot trends where processes may have gone wrong.

Primary Functions:

• Resolving emergency situations and complaints from clients, tour managers, and vendors.
• Contacting the appropriate manager and communicating delayed arrivals.
• Checking flight status and availability.
• Booking alternate reservations and issuing or reissuing airline tickets (during off-peak hours).
• Acting as the voice of Collette to the direct passenger, ensuring quality and efficiency in customer interactions.
• Documenting and tracking all issues for future trend analysis.
• Completing Client Care Center training classes and demonstrating proficiency.
• Working regularly scheduled shifts, including flexibility for overtime, holidays, and weekends.
• Taking on other tasks or projects to support employees and call center operations.
• Working collaboratively to support and promote the company’s values and vision.

Qualifications

• Ability to calmly work in a continuously stressful environment.
• Sympathetic and empathetic to customers while adhering to company policy.
• Fact-driven and analytical.
• Good with people and willing to deal with people issues.
• Logical with the ability to make rapid decisions using a defined framework, process, and policy.
• Able to defuse stressful and confrontational situations.
• Team player - we win as a team.
• Self-starter and self-learner.
• Excellent communicator.
• Strong computer skills, with a working knowledge of CRM management, Microsoft Excel, Outlook, and Word.
• Willingness to work hard and have fun doing it!
• Strong attention to detail with the ability to organize and prioritize day-to-day activities.
• Proactively looking for ways to improve internal processes.
• Flexibility to customize approach to meet all types of member communication styles and personalities.
• Proficient conflict management skills, including the ability to resolve issues in stressful situations.
• Spanish/French speaking skills a plus.
• One to three years’ experience.
• Associate’s/Bachelor’s Degree preferred, but will consider any combination of education and/or experience.

Benefits

• Health & Wellness: Group Health and Dental Insurance—plus a Peloton One Membership.
• Time Off: Generous PTO, paid holidays, and your birthday!
• Volunteer Time: Paid hours to give back to causes you care about.
• Financial Security: Group RRSP with company match.
• Family Support: Paid parental leave, paid bereavement leave, and access to our Employee Assistance Program.
• Career Growth: Tuition reimbursement to help you level up your skills.
• Exclusive travel discounts, incentives, and more!