Cruise Planners Travel Agency

Customer Support

• Answer incoming calls and ticket inquiries sent to Care Team
• Respond to agent calls, emails and tickets and take necessary course of action to resolve issues
• Troubleshoot technical problems or escalate to designated team member
• Provide proprietary and general software support and technical assistance on third party products
• Explain and answer questions regarding new business initiatives, promotional offers, Group Advantage Pricing and other information to help agents grow their business
• Assist agents with vendor specific questions, marketing plans, Full Sails, CP Pod and magazine orders
• Relay an estimated time frame to agent for resolution and enter notes in Call Tracker
• Troubleshoot escalated inquiries to help resolve tickets and communicate with third party vendors (eConnect pricing, itineraries, client reservations, etc.)
• Recognize common technical and support issues and collaborate with Care Team Manager on resolutions
• Suggest or create how to guides or video tutorials for agents or CP Genie
• Provide training on CP tools, vendor products, and marketing initiatives
• Attend Bootcamp, Star U, or other offsite events as needed
• Perform other related duties as needed

Travel Customer Support Representative

Compliance

• Provide support to franchisees via email and phone by responding to and resolving compliance-related inquiries and requests within SLA time frames
• Enter and update franchisee information in the Cruise Planners® CRM system and remove data for terminated franchisees and associates
• Process associate applications and review/approve franchisee banking information
• Maintain electronic filing systems and ensure proper document retention for franchisee paperwork and related documents
• Collaborate with internal departments to resolve compliance-related concerns
• Send and process various agreements and forms, and assist with printing and mailing Compliance correspondence
• Verify accuracy of franchisee data in the CRM and send weekly compliance status emails to new franchisees and those coming out of suspension
• Perform legal entity transfers for franchisees if assigned and attend bi-monthly franchisee STAR University training on behalf of Compliance
• Handle franchisee phone number and address change requests and perform other assigned tasks and projects

Travel Customer Support Representative

Compliance Coordinator