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Client Care Agent

Remote: 
Full Remote
Contract: 
Full time
Salary: 
32 - 32K yearly
Work from: 
Rhode Island (USA), United States

Offer summary

Qualifications:

Strong computer skills and CRM knowledge, Excellent communication abilities, Attention to detail and organization, Self-starter with a proactive mindset.

Key responsabilities:

  • Provide exceptional service in call center
  • Build relationships with guests and partners
  • Educate guests on product offerings
  • Process customer requests accurately
Collette logo
Collette https://www.gocollette.com/
501 - 1000 Employees
About Collette
Here at Collette, we’ve been guided travel experts for nearly 100 years. We offer more than 160 tours to destinations on all seven continents. Drawing on our rich history, we are driven by our values of caring more and doing more for our guests. Our Headquarters are located in Pawtucket, Rhode Island with divisions in the United Kingdom, Canada, and Australia. Our global team is comprised of caring travel professionals who believe that travel is vital to a life well-lived, and we take immense pride in delivering extraordinary travel experiences that enhance the lives of our guests and enrich the many communities where we give back. From our charitable Collette Cares initiatives to our support of the travel professional community, we seek to build connections that make a positive impact. With a carefully curated selection of land tours, river cruises, rail journeys, small group tours, and single hotel city stays, we provide our guests with cultural experiences that go far beyond the ordinary. From Italy to Australia to America’s National Parks and beyond, our team of experts has created immersive itineraries that deliver exceptional value along with the kind of inspiring moments that make travel so special. Combining passion and dedication with an innovative and collaborative spirit, our team draws on a diverse set of skills and experiences that often come from being ardent travelers ourselves. If we had to describe it, we would say that “it just feels different” to work at Collette. What sets us apart is that we are a group of people who have come together sharing a love for what we do and our desire to enhance the lives of others through extraordinary experiences. Each member of our team plays a key role in delivering those special, life-changing moments to our guests. Visit www.gocollette.com to learn more!
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Job description

Collette is currently seeking Client Care Agents to join our Client Care Team.  This is primarily a work from home position requiring coming into the office based on business need.

About Collette:  Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world.  From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people.  So, what are you waiting for? Your journey starts here. 

Job Summary:

In this role as a Client Care Agent, we want our customers to rave about their customer service experience. You'll join our team to not only deliver the best customer service in the travel industry, but the best customer service. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success.
You like working with people. You are someone who can delight with promptness, thoroughness, accuracy and maybe an occasional pun or two. This is your chance to join a team dedicated to helping our guests fulfill their dreams of exploring the world! This role is no small opportunity-it is a VITAL piece to the success of Collette as a company.  Join us on our mission to enhance life’s journey by creating extraordinary travel experiences. 

Primary Functions:

  • Provide an exceptional level of service for the needs of Collette’s guests in an inbound and outbound call center.
  • Successfully build professional relationships with guests, travel agents, and partners while optimizing the customer experience.
  • Educate guests on product offerings, the advantages of traveling with Collette, and the offers and upgrades available to them. Process and review all customer requests accurately and efficiently. 
  • Complete thorough reservations within our booking system with tremendous attention to detail.
  • Review and complete operational reservation notations, which require action by the Client Care Center.  This includes but is not limited to; tour changes, flight schedule changes, re-booking components, requests for additional information and follow up notes.
  • Collaborate with the sales team on customer requests and expectations as well as multiple internal departments to provide guest satisfaction. 
  • All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
  • Ability to work regularly scheduled shifts within our hours of operations including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed.

Knowledge & Skills:

  • Team player - we win as a team
  • Enjoys being on the phone interacting with customers
  • Must be a self-starter and self-learner
  • An excellent communicator
  • Strong computer skills are necessary, and a working knowledge of CRM management, Microsoft Excel, Outlook, and Word is ideal.
  • Strong attention to detail with an ability to organize and prioritize day to day activities in a fast-paced, fun environment
  • 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 to include ability to resolve issues in a stressful situation and demonstrating personal resilience
  • Willingness to work hard and have fun doing it!
  • Bilingual speaking a plus

Pay range starting at $16.50 / hour

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.
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