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Remote Inbound Customer Service Agent - 10.13 Start

Grand Circle Corporation

Role overview

Qualifications

  • 3 - 5+ years of experience working in a call center environment
  • Displayed proficiency in an unscripted environment
  • 1+ years of experience working remotely

Responsibilities

  • Handle a high volume of inbound calls; assisting customers with managing their reservation
  • Updating Traveler contact information, processing payments, managing airline reservations
  • Taking escalated calls, deescalating calls in a customer centric environment
  • Document all customer interactions and call notes in assigned programs

Key facts

Hard skills

Booking (Resource Planning Software) Internal Documentation

Other skills

  • Communication
  • Teamwork
  • Problem Solving
  • Emotional Intelligence
  • Adaptability

About the company

Grand Circle Corporation logo

Grand Circle Corporation

Travel & Tourism

We’re in the business of changing lives—starting with yours. If you want your workdays to be exciting, challenging, and rewarding, consider a career at Grand Circle Corporation (GCC). GCC is the largest U.S. provider of international vacations for Americans aged 50 and older. We’re a family of three brands: Grand Circle Cruise Line, Overseas Adventure Travel, and Grand Circle Travel. Our small group sizes, unsurpassed value and excellence, and unique itineraries position us as the industry leader in travel and discovery. GCC works hard to provide a workplace that is stimulating, fulfilling, and meaningful for our associates—an environment where personal passion and professional potential are explored equally. Our associates are curious, compassionate, and hard-working people that strive for excellence. But we also like to have fun along the way. At GCC, we constantly challenge each other to try new things and find innovative ways of doing business. We encourage risk-taking in our associates—and we understand the value of learning from our mistakes. Global citizenship is central to our success. Through Grand Circle Foundation, we commit our time, energy, and resources to the communities in which we live and explore. There are volunteer opportunities throughout the year; in fact, more than 95% of our associates participate. Whether biking the Pan-Mass challenge to support cancer research or helping a homeless veteran move into a new apartment, our associates help change the world every day. This emphasis on maximizing each person’s potential in body, mind, and heart embodies the true spirit of GCC. We’ve been providing impactful, intercultural experiences for our travelers for decades. If you want a career that will change lives—both for our travelers and for yourself—view our open positions and submit an application today. To learn more about our company values and our history, visit www.gct.com/general/about-us.

Company details

IndustryTravel & Tourism
Company size1001 - 5000

Links

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Job description

Grand Circle is hiring Remote Inbound Customer Service Agents (Travel Advisor I) to join our October 13th class. As a Traveler Advisor you will be responsible for taking inbound calls from GCC's confirmed Travelers, assisting them with maintaining their itinerary through various functions. 

 

Must be located in one of the following States: Alabama, Arizona, Florida, Georgia, Indiana, Nevada, North Carolina, Ohio, South Carolina, Texas, or Utah 

Responsibilities 

  • Handle a high volume of inbound calls; assisting customers with managing their reservation
    • Updating Traveler contact information, processing payments, managing airline reservations, online access resets, providing general information on itineraries
  • Taking escalated calls, deescalating calls in a customer centric environment 
  • Communicate comprehensive information to travelers, including details about our products and policies.
  • Document all customer interactions and call notes in assigned programs 
  • Work across multiple platforms in an efficient manner to handle and solution inbound calls (5-7 programs at one time - working across 3 screens). 
  • Excel in a Values Focused environment: Open & Courageous Communication, Risk Taking, Emotional Maturity, Thriving In Change, Teamwork, Speed & Quality 
  • Work in a metrics driven environment: Average Handle Time, After Call Work, Average Speed to Answer, Hold Time, Attendance, Adherence, Post Call Surveys, and values assessment
  • Attend all Team, Department, and Company meetings in a camera on environment. 

Qualifications

  • 3 - 5+ years of experience working in a call center environment, receiving customer service-based calls.
    • Displayed proficiency in an unscripted environment. 
  • 1+ years of experience working remotely (Preference to those who have started and trained remotely). 
  • Must have hardwired internet (cannot use Wi-Fi), recommended speeds are 50 MBPS Download, 25 MPBS upload

Schedule 

  • Training Schedule: (5 weeks) Monday - Friday 9:00 - 5:00 PM ET
  • 1st Production Schedule (4-6 Months) 
    • Sunday - Thursday | Sunday (10:00 AM - 6:00 PM ET), Monday - Thursday (12:00 PM - 8:00 PM ET)
    • Tuesday - Saturday |Tuesday - Friday (12:00 PM - 8:00 PM ET) Saturday (10:00 AM - 6:00 PM ET)

Total Rewards 
The base salary range for this role is $18.00 hourly. In addition to base pay, this role is eligible for an annual incentive bonus and first-class benefits, which include: 

  • Health & wellness: Comprehensive and heavily subsidized medical, dental, and vision plans, plus on-site gym access, holistic wellness sessions, and group fitness classes 
  • Time for you: Substantial Paid Time Off (PTO), and 11 paid holidays- including Juneteenth, Memorial Day, and Labor Day. 
  • Travel more, spend less: 50% off our trips for you and a companion, 25% for additional immediate family members, and exclusive quarterly associate travel deals 
  • Your future, secured: 401(k) with company match, life insurance, and disability coverage 
  • Continuous growth: Tuition assistance for both professional and personal development, opportunities for professional development through oversees travel, and direct access to Pinnacle Leadership & Team Development. 
  • Extra perks: FSA options, pet insurance, home & auto discounts, and paid volunteer time off to give back to the community 

 
To learn more, please visit our websites at www.gct.com, www.oattravel.com and www.grandcirclefoundation.com.

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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