Group Specialist

Collette is seeking a Group Specialist to join our Client Care Center.  This is a remote position.

About Collette:  Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world.  From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people.  So, what are you waiting for? Your journey starts here.   

Job Summary:

The Group Specialist is responsible for maintaining daily functions as they pertain to multiple Business Development Managers within a specific selling region. You like working with people. You are someone who can delight with promptness, thoroughness, and accuracy This is your chance to join a team dedicated to helping our group leaders and their guests fulfill their dreams of exploring the world!  The prime responsibility is to act as a liaison and support existing accounts to maintain and grow revenue to exceed sales objectives of assigned territory

Primary Functions:

• Serve as the primary point of contact for travel professional group client base to meet customer demands and expectations through inbound/outbound calls
• Responsible to drive revenue growth and retention of existing accounts. Responsible for driving sales by analyzing existing bookings, potential upgrades and future travel needs.  
• Maximize customer relationships and responsible for ensuring positive interactions at frequent touchpoints while optimizing the customer experience.
• Manage all required touchpoints including promotional calls, deposit due calls, flight schedule calls, hometown pick-up calls and other customer service activities.
• Collaborate closely with the Business Development Managers and cross functionally with multiple internal teams.
• Assist sales relating to existing and/or new orders and actively seek opportunities to close group business.
• Audit account fliers, presentations, documentation parties, air schedules, tour manager requests and sign-ups, adding tours to existing accounts and other marketing needs.
• Manage customer complaints in a professional manner and offer proactive solutions.
• Manage group block audits and loyalty programs.  
• Ensure current knowledge of products, processes, policies, and procedures.

Knowledge and Skills:

• Team player - we win as a team
• Able to build constructive and effective relationships, while nurturing them to build an amazing tribe of loyal, excited, passionate fans.
• Demonstrates excellent verbal, written and interpersonal skills. Develops and maintains a high level of expertise in account service /consultative selling techniques, product knowledge, procedures, and administration.
• Knowledge of sales principles: closing skills, negotiation skills, and motivation for sales.
• Demonstrate confidence, a positive attitude and effectively work with others to positively impact level of service.    
• Results oriented with proven ability to be flexible, work in a fast-paced environment and take additional responsibilities to meet business need. 
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
• Self-directed with the ability to think independently
• Ability to manage time and scheduling efficiently
• Willingness to help team members by sharing knowledge
• Strong computer skills are necessary, and a working knowledge of CRM management, Microsoft Excel, Outlook, and Word is ideal
• Proactively look for ways to improve internal processes 
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Willingness to work hard and have fun doing it!
• Bilingual speaking skills a plus
• Bachelor’s Degree Preferred