BUSINESS OVERVIEW:

US Tour Operator (USTO - https://www.travelopia.com/our-brands/tailormade-usto/) is a division of Travelopia (https://www.travelopia.com/), the world's leading experiential travel company with over 2,000 employees in 30 countries around the world. We are a collection of diverse and exciting businesses, owned by KKR, one of the world’s largest private equity firms. Some of our businesses are iconic market leading brands such as TCS, the world’s leading private jet company based in Seattle and Quark, the world’s leading polar expedition company based in Toronto.

USTO comprises two sister brands Europe Express and YMT Vacations, each providing decades of experience in custom independent and group travel for North American travelers throughout Europe and other popular destinations around the world. Together they are a $100 million+ revenue business, a significant and strategically important part of the $1billion+ Travelopia portfolio. Established in 1990, Europe Express provides high-quality, custom travel to Europe for their North American clients. The company serves both private group and FIT leisure markets, working exclusively with travel advisors to book everything from air and rail to hotels and sightseeing tours. YMT is an industry-leading guided tour specialist for North American travelers. Since 1967, the company has offered affordable land, cruise, and river cruise tours to the most popular destinations around the world.

LOCATION:

This position is eligible for fully remote working within the United States. Hybrid working from our office in Bothell, WA is also available.

SCHEDULING:

This is a full-time, 40 hours a week position.

POSITION SUMMARY:

The Customer Service Specialist is tasked with addressing customer concerns post-travel in a timely and efficient manner to increase or renew customer happiness and goodwill. Empathetic and creative techniques, within company guidelines, should be used to meet or exceed department goals of crafting customer satisfaction, especially among repeat clients.

WHAT YOU WILL BE DOING:

Listen to post-travel customer concerns and resolve with a primary goal of customer retention

• Manage a queue of post-travel customer service cases in Salesforce; follow company procedures to respond within an appropriate timeframe
• Partner with others in the organization to push suppliers to provide refunds when appropriate
• Whenever possible within company guidelines, “Make it right” for our customers

Actively reach out to detractors on post-travel NPS survey & negative online reviews

• Engage with our detractors; listen to their concerns
• Identify appropriate follow-up actions
• Provide incentives for customer retention in accordance with company guidelines

WHAT WE ARE LOOKING FOR:

• 1+ years experience in customer service in the travel industry
• Call center experience preferred
• Experience with de-escalation techniques
• Strong time management skills and ability to work independently
• Excellent analytical, written and verbal skills
• Ability to deal with unexpected and/or delicate situations calmly and with good judgment
• Previous Salesforce experience preferred
• Solid understanding of MS Office, Teams, Word, Outlook, Excel

OUR VALUES:

• Care
• Collaboration
• Courage
• Passion

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions

We look forward to getting to know you!