[Hiring] Customer Service Representative @f13d3625-9994-4248-b393-2c8aeb1c57c5

Role Description

At Classic Vacations, we’re not just in the business of travel—we’re in the business of transforming journeys into extraordinary experiences. As a Customer Service Representative in our Luxury Travel Contact Center, you are a guardian of The Classic® Difference: our promise of personalized, high-touch service that defines who we are and what we do. This role is designed for an accomplished luxury service professional who takes pride in getting every detail right and who knows that how a problem is handled is often what a traveler remembers most.

Reporting to the Manager, Customer Service, you will support travelers, Travel Advisors, and supplier partners through in-travel and post-travel needs, from a missed connection or a room that isn’t as promised to a complex refund that spans air, hotel, and ground services. You will own each case from first contact to final resolution, combining empathy with efficiency, sound judgment with financial accuracy, and deep product knowledge with the poise to calm a stressful moment.

Working as part of a fully remote team across multiple time zones, you will partner with colleagues in Reservations, Operations, Product, Vendor Relations, and Accounting to resolve issues quickly and to prevent them from happening again.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree in Hospitality, Tourism, Communications, Business, or a related field preferred.
• Travel industry certifications (such as The Travel Institute’s CTA, or destination or supplier specialist programs) a plus.
• Minimum of 3 years of customer service experience in luxury travel, hospitality, or another premium, high-touch service environment; travel industry experience strongly preferred.
• Demonstrated success handling escalated, complex, and emotionally sensitive customer situations through to resolution.
• Experience processing refunds, changes, and adjustments with a high degree of financial accuracy.
• Experience working directly with Travel Advisors, travel suppliers, hotels, airlines, or ground operators.
• Background in travel technology or reservation systems (Sabre or other GDS platforms) preferred.
• Experience in a contact center or remote service environment with defined service-level and quality standards preferred.
• Experience mentoring or training peers a plus.

Requirements

• Provide professional, calm, and highly personalized assistance to travelers, Travel Advisors, and vendors by phone, email, and written correspondence.
• Serve as a trusted, knowledgeable resource for Travel Advisors.
• Take full ownership of each case from first contact through final resolution.
• Confirm that the traveler and Travel Advisor are satisfied with the outcome before closing each case.
• Handle high-profile travelers, VIP bookings, and sensitive situations with discretion.
• Respond quickly to in-destination issues such as flight disruptions and service concerns.
• Manage escalated and complex cases with empathy and composure.
• Calculate and process refunds, credits, changes, and booking adjustments accurately.
• Partner with hotels, airlines, and other suppliers to secure appropriate refunds and compensation.
• Build respectful, productive relationships with supplier partners worldwide.
• Craft polished, well-written acknowledgments and communications.
• Work accurately and efficiently in PleX, Sabre, EAN hotels, and other Classic Vacations systems.
• Identify recurring service issues and collaborate with leadership to develop proactive solutions.
• Participate in quality reviews and call or case audits.
• Assist with onboarding and mentoring new team members.

Benefits

• Full-time, non-exempt (hourly) position.
• Remote work with a quiet, private, and secure home workspace.
• Competitive compensation based on experience.
• Comprehensive benefits package: including medical, dental, vision, 401(k) with company match, PTO, paid holidays, and exclusive travel industry perks.