Call Center Customer Service Specialist-Quality Reward Travel / Travel Consultant

Maritz
life insurance, paid time off, tuition reimbursement, 401(k)
United States, Missouri, Fenton
1375 North Highway Drive (Show on map)
Apr 30, 2025
EXCITED TO GROW YOUR CAREER? WE'RE GLAD YOU'RE HERE! Purpose/ Scope/Relationship Basic Purpose: Responsible for handling inbound calls, assisting customers with inquiries, resolving issues, and providing exceptional service. This includes, but is not limited, to processing airline, car rental and hotel reservations, as well as answering questions related to online travel booking portal. Scope: Supports moderate to complex programs with multiple campaigns or clients. No budgetary responsibilities. No supervisory responsibilities. Reporting and Working Relationships: Reports to supervisors (lead agents) Responsibilities: 1.)Demonstrates thorough understanding of recommending and booking travel reservations after successful completion of four-week on-site training program. This training includes both classroom assessment as well as sit-beside training. 2.)Receives/researches incoming inquiries via inbound calls and utilizes approved scripting to handle questions and issues regarding programs and services. The approved scripting will also be used to book travel reservation(s). 3.) Meet performance metrics, including call handling time and customer satisfaction scores. 4.)Accurately processes customer travel reservation(s) using applicable GDS system provided. 5.) Maintain customer account security using internal software solutions. 6.)Resolve customer issues and complaints efficiently and escalate complex issues when necessary following internal processes and procedures. 7.)Collaborate with team members and other departments to ensure seamless customer service. 8.)May provide training support to new hires training which involves sit besides allowing the new hire to demonstrate the knowledge they acquired in the classroom setting. Previous Job Titles There are no previous job titles for this position. Qualifications: Three to six months previous call center customer service or travel agency experience preferred but not required. Clear speaking voice, good grammar and strong retention skills are required. Strong verbal/written communication skills required. Strong PC skills, research, problem solving and analytical skills required. High school diploma or GED required. Starting Pay begins at $15 per hour. Main Competencies: Impact, initiative, judgment and decisiveness, oral communication, oral presentation, quality-of-service orientation, team orientation, technical knowledge, tenacity/resilience and written communication. Legal Disclaimer: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties, and skills required of individuals so classified. Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more! Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked. View all details at www.MaritzBenefits.com. Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please. Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-9761 or by sending an email to peopleanddevelopment@maritz.com.