Remote Call Center Representative - 1st shift

• Successfully completes Travel Incorporated Travel Consultant training and mentoring program, mastering all topics and demonstrating proficiency of applicable skills.  
• Upon completion of training and mentoring period assumes responsibilities in Company Contact Center successfully handling client contacts and all follow up tasks with limited support; handles increasingly complex transactions as skills progress.
• Assesses client needs through active listening and probing questions.
• Develops travel plans and solutions based on client’s goals and timeline/itinerary.
• Reviews travel plans to uncover additional needs and opportunities. 
• Demonstrates knowledge of Company travel planning philosophy and approach, products and services, itinerary strategies, and other aspects of travel planning.
• Educates clients on technical aspects of travel planning principles and enables clients to act with confidence.
•  Accurately and efficiently resolves client issues and needs.
• Conducts business with the goal of achieving / exceeding performance client survey scores and contact center metrics.
• Maintains an efficient and productive approach to client interactions.
•  Coordinates effectively with internal support staff to ensure timely and accurate administration.
•  Proactively identifies opportunities to improve the client experience.
•  Assumes other duties upon request such as client outreach in support of issue resolution, and outbound calls to clients to ensure all open inquiries are handled completely and to the client’s satisfaction.
•  Accurately and thoroughly completes all required client transactions.
• Complies with all team, department and company policies and procedures including security protocols.
• Consistently strives to meet or exceed performance standards related to reliability, productivity, quality, teamwork and other important measures.
• Performs other duties as assigned.

• EDUCATION: HS or equivalent combination of education and experience.
• EXPERIENCE: Previous client service experience; work in a contact center environment preferred.
• TECHNICAL/COMPUTER: Solid digital literacy with common business tools including internet, chat and email.
• COMMUNICATION: Effectively discusses and explores complex and personal topics in a way that clients understand.  Ability to use effective inquiry to identify/detect client needs and priorities; creates an environment of trust and makes clients comfortable sharing personal information.  Exhibits excellent communication skills and phone presence while engaging with clients; shares information concisely.
• PROBLEM SOLVING: Effectively solves client problems and offers appropriate solutions; makes next steps clear. 
• RELATIONSHIP BUILDING: Strong ability to build consultative client relationships.
• DETAIL AND PROCESS ORIENTATION: Strong process orientation; works consistently; thrives in a structured environment; detail oriented.
• CLIENT SERVICE FOCUS: Passionate about client service; genuinely motivated to make a positive impact for others. Ability and willingness to learn and apply the Company client service model (consultative).

SCHEDULING: 

• HOURS DURING TRAINING: Monday through Friday from 9:00 a.m. to 6:00 p.m. Eastern Time
• HOURS AFTER TRAINING: Starting times range from 7:00 a.m. to 10:00 a.m. Eastern Time. Final schedule will include a Saturday and/or Sunday.

• This is a REMOTE / VIRTUAL position (but not mobile) requiring a dedicated, distraction-free workspace.
• Your work location must have access to high speed internet. Travel Incorporated cannot support the following internet service providers: Satellite from any provider, Verizon, T-Mobile. 
• Equipment will be provided by Travel Incorporated.
• Travel to our Duluth office is required for one week of training and 2 to 3 times per year (for one week at a time).