About the Role
Title: Travel Services Representative
Location: Indiana, USA (work from home)
Job Description:
We Put the World on Vacation
We Put the World on Vacation
Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
As a Travel Services Representative, you will play a crucial role in providing exceptional customer service, sales, and problem-solving for members and non-members alike. You will initiate outbound telephone calls to potential customers, while also handling inbound Travel Services calls based on call volume. Your focus will be on offering white-glove service, educating customers, supporting Resort Vacation Certificates (RVC) sales, members and non-member clubs, and driving revenue growth for the organization.
How You’ll Shine:
- Outbound Calls: Initiate calls to non-members, educating them on the benefits of membership, offering upgrades, and driving sales.
- Inbound Call Handling: Respond to incoming calls, emails, and chat inquiries regarding new and existing travel reservations, including resorts, hotels, car rentals, and activities.
- Sales and Upselling: Promote membership sales, while also offering upgrades and encouraging repeat business through excellent customer service.
- Customer Support: Provide guidance on website navigation, answer travel-related queries, and assist in making travel bookings.
- Revenue Growth: Focus on increasing transaction volumes and revenue by helping customers book and upgrade reservations, while also introducing new account opportunities.
- Compliance: Ensure adherence to all relevant laws, rules, and regulations during customer interactions.
- White-Glove Service: Deliver a premium, personalized experience that ensures customer satisfaction and drives customer loyalty.
What You’ll Bring:
- Strong customer service and sales abilities, with a proven track record of handling reservations and upselling.
- Ability to educate and problem-solve, providing value to customers while enhancing their experience.
- Excellent communication skills, both written and verbal, across phone, email, and chat platforms.
- Comfortable navigating company systems, websites, and assisting customers with technical inquiries.
- Strong organizational and multitasking skills to handle call volume efficiently.
- Knowledge of travel services, including resorts, hotels, car rentals, and activity bookings, is a plus.
- Commitment to delivering exceptional customer service and adhering to company policies.
Education
- High School Diploma or equivalent
Knowledge and Skills
- Excellent verbal and written communication
- Demonstrate active listening.
- Exceptional customer service
- Highly motivated and demonstrate ability to maintain focus.
- Demonstrate ability to work under pressure.
- Ability to achieve company, team, and individual goals.
Technical Skills
- Basic computer skills
- Proficient in Chrome and Microsoft based applications.
- Ability to work in multiple proprietary systems simultaneously, efficiently, and effectively.
- Salesforce (preferred)
- Outlook
Job Experience
- Call center: 1 year (preferred)
- Customer service: 6 months (preferred)
- Sales: 6 months (preferred)
- Bilingual English/Spanish is a plus.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.