[Hiring] Customer Service Agent @Grand Circle

Role Description

As a Traveler Advisor you will be responsible for taking inbound calls from GCC's confirmed Travelers, assisting them with maintaining their itinerary through various functions.

• Handle a high volume of inbound calls; assisting customers with managing their reservation
• Updating Traveler contact information, modifying reservations, processing payments, managing airline tickets, online access resets, providing general information on itineraries
• Follow up on customer requests through emails and outbound calls
• Communicate comprehensive information to travelers, including details about our products and policies
• Document all customer interactions and call notes in assigned programs
• Work across multiple platforms in an efficient manner to handle and solution inbound calls (5-7 programs at one time - working across 3 screens)
• Excel in a Values Focused environment: Open & Courageous Communication, Risk Taking, Emotional Maturity, Thriving In Change, Teamwork, Speed & Quality
• Work in a metrics driven environment: Average Handle Time, After Call Work, Average Speed to Answer, Hold Time, Attendance, Adherence, Post Call Surveys, and values assessment

Qualifications

• 2+ years of experience working in a call center environment, receiving customer service-based calls
• Displayed proficiency in an unscripted environment
• 1+ years of experience working remotely (Preference to those who have started and trained remotely)
• Must have hardwired internet (cannot use Wi-Fi)

Requirements

• Training Schedule: (6 weeks) Monday - Friday 9:00 - 5:00 PM ET
• 1st Production Schedule (4-6 Months)
• Sunday - Thursday | Sunday (10:00 AM - 6:00 PM ET), Monday - Thursday (12:00 PM - 8:00 PM ET)
• Tuesday - Saturday | Tuesday - Friday (12:00 PM - 8:00 PM ET) Saturday (10:00 AM - 6:00 PM ET)
• Must be located in one of the following States: Alabama, Arizona, Florida, Georgia, Indiana, Nevada, North Carolina, Ohio, South Carolina, Texas, or Utah

Benefits

• The base salary range for this role is $18.00 hourly
• Eligible for an annual incentive bonus
• Comprehensive and heavily subsidized medical, dental, and vision plans
• On-site gym access, holistic wellness sessions, and group fitness classes
• Substantial Paid Time Off (PTO), and 11 paid holidays- including Juneteenth, Memorial Day, and Labor Day
• 50% off our trips for you and a companion, 25% for additional immediate family members, and exclusive quarterly associate travel deals
• 401(k) with company match, life insurance, and disability coverage
• Tuition assistance for both professional and personal development
• Opportunities for professional development through overseas travel
• Direct access to Pinnacle Leadership & Team Development
• FSA options, pet insurance, home & auto discounts, and paid volunteer time off to give back to the community