Cruise Planners Travel Agency

Travel Customer Support Representative

Cruise Planners Travel Agency

full-time

Posted on:

Location Type: Hybrid

Location: Coral Springs • Florida • United States

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Tech Stack

AndroidiOS

About the role

  • Answer incoming calls and ticket inquiries sent to Care Team
  • Explain and answer questions regarding new business initiatives, promotional offers, Group Advantage Pricing and other information that will assist in helping agents grow their business
  • Assist agents with vendor specific questions, marketing plans, Full Sails, CP Pod and magazine orders
  • Support our agents with technical issues and respond as quickly as possible
  • Troubleshoot escalated inquiries to help resolve tickets
  • Provide proprietary and general software support
  • Provide support and technical assistance on third party products
  • Relay an estimated time frame to agent for resolution
  • Enter notes in Call Tracker so all Care Team members are always aware of status
  • Recognize common technical and support issues and collaborate with Care Team Manager on how these issues can be resolved
  • Communicate with third party vendors as needed to resolve issues such as eConnect pricing, itineraries, client reservations, etc.
  • Suggest or create how to guides or video tutorials that can be used to help guide agents or as content for CP Genie
  • Attend Bootcamp, Star U, or other offsite events as needed
  • Other related duties as needed

Requirements

  • High school diploma or GED equivalent
  • 3 years of relevant experience
  • Must have excellent verbal and written communication, customer service skills, problem solving ability, marketing knowledge and listening skills
  • Must be able to multi-task
  • Must be well organized
  • Knowledge of social media and email programs (i.e. Facebook, Twitter, Outlook)
  • Android and IOS support
  • Remote software support
  • Desktop Support
  • Microsoft Office Suite and remote software support
  • Outlook and Apple Mail email clients
  • Knowledge of Word, Excel, PowerPoint
  • Travel Industry Experience preferred
  • Bi-Lingual preferred
Benefits
  • Equal employment opportunities (EEO)
  • Professional development and hands-on training
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
remote software supportdesktop supportMicrosoft Office SuiteWordExcelPowerPointAndroid supportiOS supporttroubleshootingticket resolution
Soft Skills
verbal communicationwritten communicationcustomer serviceproblem solvingmulti-taskingorganizationlistening skills
Certifications
high school diplomaGED equivalent