B2B Service Specialist - Remote Opportunity!

At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a B2B Service Specialist within ALG Vacations, one of our 14 industry-leading brands. In this role, you will focus on supporting Travel Agents and Consumers on multiple vacation brands. This role is responsible for exceeding Travel Agents/Consumer expectations by providing an efficient, quality call experience. A successful team member will support all contacts via multiple channels and will meet and/or exceed specific quality, service and sales metrics. Specialists are the voice of the customer by providing feedback to improve processes and gain Travel Agent and Consumer loyalty. **

This position will support the closing shift:**

12:30pm EST - 9:00pm EST / 1:00pm EST - 9:30pm EST

There is (1) weekend day required (Saturday or Sunday); however, there will be one day given off during the week. **

A successful B2B Service Specialist will:**

• Provide support through complex modifications to previously booked reservations
• Communicate and uphold policies pertaining to fulfillment of Travel Agent/Consumer expectations
• Focus on service and sales opportunities to respond to requests, increase vacation value by offering options
• Utilize multiple systems and provide education and support to Travel Agents on VAX systems
• Focus on problem resolution with attention to detail and documentation to decrease errors and maintain profitability
• Resolve technical errors independently
• Report system and product disruptions to service
• Act as the voice of the customer and provide feedback for process improvements
• Ability to navigate multiple systems including MS Office (Excel/Word and Outlook), internet, and proprietary systems
• Ability to quickly and accurately comprehend numbers by adding, subtracting, multiplying and dividing
• Communicate with others via voice, email and chat clearly and concisely

A successful B2B Service Specialist will have:

• High School Diploma
• BS/BA or equivalent experience preferred
• 1-3 years customer service and computer proficiency
• 3-5 years travel experience a plus along with complex problem resolution
• Ability to cross train to multiple brands and being multi-functional to other levels within the contact center

About Apple Leisure Group

As North America’s only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

• Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
• Resort Brand Management: Management of 5-star and 4-star luxury resorts through Hyatt Inclusive Collection® award-winning brand portfolio
• Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®
• Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®
• Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com. **

About VACATIONS**

The # 1 vacation brand in the world for packages to Mexico and Dominican Republic, offers the convenience of one-stop shopping. Apple Vacations® clients have access to flight, hotel, and transfers – they can also choose an all-inclusive resort where meals, drinks, and more are included - all for one affordable price **

Our Values**

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:

Empathy

• Integrity
• Respect
• Inclusion
• Experimentation
• Well Being

ALG’s Commitment to Diversity & Inclusion

Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization. With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments. **

Benefits At a Glance**

• We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:
• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.