[Remote] Customer Service Representative (Remote)
Note: The job is a remote job and is open to candidates in USA. Xanterra Travel Collection is known for its unique travel experiences, and they are seeking a Customer Service Representative to support Windstar Cruises. This remote position involves assisting Travel Advisors and Guests with reservations and providing exceptional customer service through various communication channels.
Responsibilities
- Conduct daily production work related to the processing of bookings in the systems and subordinate systems, with high level booking quality and accuracy
- Process reservations, revisions, cancellations, booking notes and all aspects of the bookings using reservation system
- Apply company policy effectively to bookings
- Provide 180 degrees from Ordinary Guest Service through all lines of communication to our guests and clients in a professional and calm demeanor at all times
- Act as the primary call and contact agent for all service related inquiries by phone, email and Windstar Website Chat agent contacts
- Assist in the overall revenue goals of the Department by attempting to upsell or add value on all existing bookings
- Perform sales call backup to Reservations in peak calls time, as directed by management
- Adhere to company policy and procedure
- Demonstrate a strong functional knowledge of the Windstar product
- Advise supervisor of all problems and recommended resolution in a timely manner
- Assist Guest’s or Travel advisors in troubleshooting on MyWindstar or related external Windstar Systems
- Other duties as assigned by management
Skills
- Must have access to a hard wired internet connection
- Conduct daily production work related to the processing of bookings in the systems and subordinate systems, with high level booking quality and accuracy
- Process reservations, revisions, cancellations, booking notes and all aspects of the bookings using reservation system
- Apply company policy effectively to bookings
- Provide 180 degrees from Ordinary Guest Service through all lines of communication to our guests and clients in a professional and calm demeanor at all times
- Act as the primary call and contact agent for all service related inquiries by phone, email and Windstar Website Chat agent contacts
- Assist in the overall revenue goals of the Department by attempting to upsell or add value on all existing bookings
- Perform sales call backup to Reservations in peak calls time, as directed by management
- Adhere to company policy and procedure
- Demonstrate a strong functional knowledge of the Windstar product
- Advise supervisor of all problems and recommended resolution in a timely manner
- Assist Guest's or Travel advisors in troubleshooting on MyWindstar or related external Windstar Systems
- Other duties as assigned by management
- Cruise or tour operations / reservations experience preferred but not required
- Previous customer service experience preferred
- Must be able to communicate in writing and verbally with professionalism, credibility and confidence. Present information in a positive and convincing manner
- Capability to organize and manage multiple tasks simultaneously
- Self-starter with excellent task management skills
- A basic understanding in all Microsoft Office programs
Benefits
- Medical, Dental & Vision
- HSA & FSA
- Life & Disability
- Accident, Hospital & Critical Illness
- Pet Insurance
- Vacation, Sick Time and paid Holidays
- 401(k) with Company Match
- Employee Assistance Plan
- Education Assistance
- Employee Discounts & Travel Deals
- Windstar will provide all the equipment you will need!
Company Overview