Customer Care (Call Center) Representative

This is a full-time, 100% remote position (USA) 

ABOUT AVOYA 

At Avoya Travel, we’re reimagining the way people plan and book vacations. Through our patented platform and business model, we connect travelers with travel experts to bring vacation dreams to life. With specialized brand and destination knowledge paired with exclusive deals and high-tech, high-touch customer service, Avoya is one of the largest and fastest growing travel companies in North America. Our number one goal is to enrich our lives through unique travel experiences. 

Our team members are united in their enthusiasm for enriching the lives of others, passion for travel and exploration in their own lives, and commitment to achieve remarkable results. Avoya offers employees a comprehensive pay and benefits package, frequent learning and development events, flexible hybrid and remote work opportunities, generous travel incentives, and a work hard, play hard culture. With wellness and work/life balance at the forefront, Avoya Travel will empower you to flourish in the ultra-rewarding travel industry and most importantly HAVE FUN while doing it. 

Avoya is seeking new talent to join our amazing Contact Center team and seeks qualified candidates that thrive in high-volume, customer service call center environments. 

ABOUT THE OPPORTUNITY

As a Customer Care Representative, you’ll often be the first impression or initial point of contact for Avoya’s potential customers (travelers).  This important role provides outstanding customer service (over our web-based phone system) to collect accurate traveler contact information and travel plan details with the goal of connecting them to the best suited Independent Travel Agent (IA) to book their vacation through Avoya.  You’ll take and make both incoming and outgoing calls to generate as many leads as possible.  In this valuable position, you’ll get to help those you connect with book the vacation of their dreams and support independent business owners (i.e., the IAs) with running a successful travel agent business.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Manage high call volume of inbound / outbound calls. 
• Provide prompt, courteous, and professional assistance to potential travel customers via various communication channels such as web-based phone, email, and/or chat.
• Follow team scripts to leave voice messages and follow-up with travel leads accordingly.
• Build and maintain positive relationships with potential travel customers and the Independent Agents (IAs). 
• Accurately document customer interactions, transactions, and inquiries in the company's CRM system.
• Successfully transfer travel leads- connecting potential travelers with the appropriate IAs.
• Assist with other tasks and/or special projects as required.

EXPERIENCE AND/OR EDUCATION 

• A minimum of 1-year experience working in a high-volume call center environment, providing outstanding customer service.
• High School Diploma.

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES 

• Previous experience in a high-volume call center, preferably in the travel industry or related field. 
• Excellent verbal (friendly phone voice) and written communication skills in English and ability to explain complex information in a clear and concise manner.
• Ability to thrive, perform at a high level, and maintain a positive demeanor in a position that can, at times, feel repetitive (doing the same things multiple times per day).
• Strong customer service orientation with the ability to actively listen, empathize, and respond to customer needs effectively and efficiently.
• Capacity to handle multiple customer inquiries simultaneously while maintaining attention to detail and accuracy.
• Proficient in using Microsoft Office Suite, ability to quickly learn and navigate new software applications.
• Flexibility to work in a fast-paced and dynamic environment, adapting to changing customer demands and business requirements.
• Strong collaboration skills with the ability to work effectively in a team-based environment, supporting colleagues and sharing knowledge.
• Maintain a high level of professionalism, confidentiality, and ethical behavior when dealing with customers and their personal information.
• Presents a professional and tidy appearance (virtually or in person) while conducting educational sessions, calls, and/or meetings (when cameras are on).
• Employees who work from home (part-time, full-time, or on occasion) must be able to meet performance standards and department requirements in a productive and professional environment.
  • This includes the ability to work with little or no distraction(s), consistent internet connectivity, regular and ongoing communication with supervisor(s), reliable childcare and/or eldercare (if applicable), and depending on the role, the ability to discuss and protect all confidential information (company or people related)

PHYSICAL REQUIREMENTS 

• This is primarily a stationary position with prolonged periods of sitting, talking, and working from a computer (ability to speak, hear, read, type, and review information, etc.) for a full workday.  
• Professional appearance when attending events or facilitating sessions virtually or in-person. 
• Ability to speak English clearly, in a professional and friendly manner, and at an appropriate tone and volume over the company’s provided phone system, Microsoft Teams, or in person.
• Ability to work a varied schedule as needed (start and end times, some holidays and/or weekend shifts, etc.)

Avoya Travel offers competitive pay, flexible work schedules, affordable health benefits (medical, dental, vision) and a wide variety of ancillary benefits (pet insurance, HSA's, life insurance, LTD, accident, and legal coverages, etc.) that full-time employees can begin using the 1st of the month after date of hire.  We also offer a 401(k)-retirement plan with employer match and employee discounts on travel, passport fee reimbursements, and IATAN cards. 

Our company values diversity in its workforce and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. 

We use E-Verify, conduct professional references, and conduct criminal background checks and require an Arbitration Agreements as a condition of employment.