[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. 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 that arise from clients, tour managers, and vendors.
• Contacting the appropriate manager, 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 of the material.
• Working regularly scheduled shifts, with flexibility to adjust daily schedule and work overtime, holidays, and/or weekends as needed.
• Taking on other tasks or projects to support employees, managers, 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.
• Ability to be sympathetic and empathetic to the customer 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.
• Must be a self-starter and self-learner.
• An 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 an ability to organize and prioritize day-to-day activities.
• Proactively look 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 a stressful situation and demonstrating personal resilience.
• 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.

Requirements

• Starting Hourly Rate: $23.00