[Hiring] Customer Service Agent @Grand Circle Corporation

Role Description

As a Travel Advisor, you will help travelers enjoy every step of their journey. Grand Circle is seeking customer-focused Travel Advisors to support travelers who have already booked their trips. In this fully remote role, you will answer questions, resolve issues, protect the customer relationship, and help travelers confidently manage their reservations and itineraries.

No two calls are alike. In one shift, you might update an address, rework a flight after a schedule change, or untangle a multi-part billing question, often without a script and while using several systems. You will support travelers by phone and email, with additional channels planned as our omnichannel service grows.

Is This Role Right for You?

• You will thrive here if you enjoy solving puzzles, stay calm when conversations take unexpected turns, learn new tools quickly, and prefer variety over routine.
• This role may not be the right fit if you prefer predictable, highly scripted work.

Qualifications

• At least 2+ years of experience working in a call center environment and handling inbound, customer service focused calls.
• Proven ability to handle customer conversations confidently in an unscripted environment.
• Strong problem-solving and critical-thinking skills, with comfort in situations that do not have a clear-cut answer.
• Ability to handle challenging calls with empathy, use sound judgment, and identify options that help preserve the customer relationship.
• At least 1 year of experience working remotely; preference is given to candidates who have started a new role and completed training remotely.
• Technology agility: Ability to work efficiently across evolving legacy and next-generation systems to deliver accurate traveler support.
• Continuous adaptability: Ability to learn new skills quickly and remain effective as tools, processes, and business priorities change.
• Reliable hardwired internet access; Wi-Fi connections are not permitted.

Requirements

• Handle a high volume of inbound calls while assisting travelers with managing their reservations, from quick updates to complex, multi-part issues requiring research and judgment.
• Update traveler contact information, modify reservations, process payments, manage airline tickets, reset online access, and provide general itinerary information.
• Follow up on customer requests through email and outbound calls.
• Communicate comprehensive information to travelers, including details about Grand Circle products and policies.
• Document all customer interactions and call notes accurately in assigned programs.
• Work efficiently across 5–7 programs and three monitors to resolve inbound calls.
• Excel in a values-focused environment by demonstrating Open & Courageous Communication, Risk Taking, Emotional Maturity, Thriving in Change, Teamwork, Speed, and Quality.
• Work in a metrics-driven environment that measures average handle time, after-call work, speed to answer, hold time, attendance, schedule adherence, post-call surveys, and values assessments.
• Build connections with travelers and respond with empathy when a trip is canceled, a world event changes an itinerary, or a request cannot be fulfilled.
• Investigate issues that are not black and white, use critical thinking and sound judgment, identify available options within company policy, and help preserve the customer relationship when plans change.

Benefits

• Base pay is $18.00 per hour, with eligibility for an annual incentive bonus.
• Health and wellness: Heavily subsidized medical, dental, and vision coverage, plus wellness resources and virtual fitness opportunities.
• Time off: Substantial PTO, 11 paid holidays, and paid volunteer time.
• Travel privileges: 50% off trips for you and a companion, 25% off for additional immediate family members, and exclusive quarterly associate offers.
• Financial and development benefits: 401(k) with company match, life and disability insurance, tuition assistance, professional development, pet insurance, and home and auto discounts.

Training & Work Schedule

• Training: Six weeks, Monday–Friday, 9:00 a.m.–5:00 p.m. ET.
• Initial production schedule: For approximately the first 4–6 months, one of these schedules will apply:
  • Sunday–Thursday: Sunday, 10:00 a.m.–6:00 p.m. ET; Monday–Thursday, noon–8:00 p.m. ET.
  • Tuesday–Saturday: Tuesday–Friday, noon–8:00 p.m. ET; Saturday, 10:00 a.m.–6:00 p.m. ET.

Location Requirements

• This remote position is open only to candidates residing in Alabama, Arizona, Florida, Georgia, Indiana, Nevada, North Carolina, Ohio, South Carolina, Texas, or Utah.