Bilingual Customer Service Specialist

Responsibilities

• Build authentic relationships with travelers
• Proactively reach out to travelers ahead of departure to set expectations and answer questions
• Partner with internal teams to resolve traveler requests seamlessly
• Make meaningful decisions within an AI‑powered workflow
• Take ownership of and de‑escalate emotionally charged situations
• Adapt your communication style and approach to match each traveler’s needs
• Exercise independent judgment on policy exceptions, compensation, and resolution decisions

• You are fluent in both written and spoken English and Spanish
• You have 4 years of relevant customer service or client‑facing experience or a 4-year college degree
• Your work is driven by empathy and relationship building
• You thrive in complexity
• You have high emotional intelligence
• You exercise sound judgment and confidence under pressure
• You are naturally curious and ask good questions
• You are a natural collaborator

Demonstrates strong customer service skills with a focus on empathy and relationship building, while effectively managing complex situations and exercising sound judgment. Fluent in both English and Spanish, capable of adapting communication styles to meet diverse traveler needs.