Travel Customer Service Representative

Position Overview

Are you looking for a new opportunity to expand your knowledge and career in the travel industry? We are looking for strong individuals with shining personalities that have a passion for going the extra mile and building positive relationships. This is an ideal opportunity for an exciting career in the world of travel that redefines what great service truly means. The Travel Counselor role will provide world‑class customer service to Premium card members by creating memorable travel experiences while booking leisure travel with a key focus on domestic and international air, car, and hotel arrangements.

Travel Counselors are responsible for providing travel information, booking reservations, servicing existing reservations, educating on company websites, and providing ticketing services. Travel Counselors will participate in an intensive training and mentoring program that is designed to provide the knowledge needed to become a highly‑skilled Travel Counselor. Candidates must arrive ready to impress, with a curiosity for learning, a self‑starter attitude and the drive to deliver extraordinary service.

Note:

This position is not a remote/work‑from‑home position. All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.

• Provide extraordinary customer service to our Premium card members.
• Own the planning, research, and execution of customized travel experiences.
• Build professional relationships and rapport with our Premium card members in order to deliver personalized customer experiences.
• Receive and send emails and phone calls to service providers (airlines, hotels, car rental companies).
• Follow‑up communications with card members (email, outbound call) to complete reservations, notify of schedule changes, etc.
• Resolve issues that may arise with card members with a sense of urgency with proper supervision.
• Commitment to high‑quality customer service by ensuring response to calls and emails is resolved in a timely and professional manner.
• Deliver the brand promise every day.

9:00 am – 1:30 am PST | 12:00 pm – 4:30 am EST | 7 days a week (subject to change based on business needs).

8:00 am – 8:00 pm PST | 10:00 am – 10:00 pm EST | 7 days a week up to 14 weeks (subject to change based on business needs).

High school diploma or equivalent.

• Minimum 1‑2 years of strong customer service experience; having interacted with customers to provide resolutions and fulfill customer requests.
• A true passion for travel; personal travel experience required.
• Knowledge of international and domestic geographical locations, proper spelling of locations, points of interest, etc.
• Strong computer and internet navigation skills.
• Strong service mentality with a willingness to go above and beyond for every customer.
• Ability to service a Premium customer by exuding confidence and knowledge during all customer interactions.
• Strong resilience and tenacity to overcome negative interactions and effectively problem solve.
• Solutions driven with effective consultative and critical thinking skills, having the ability to listen to and anticipate customers’ needs, in turn offering confident recommendations.
• Possess a can‑do attitude, curiosity and a healthy competitiveness.
• Adaptable to change with the ability to think on their feet in order to accomplish goals.
• Self‑reliant and able to thrive under pressure in order to handle critical situations.
• Able to think outside the box to come up with innovative solutions.
• Reliability and integrity driven; possessing enthusiasm and commitment in their work.
• An effective team player who is able to also work independently.
• Excellent grammar, enunciation, pronunciation, syntax verbal and written skills.
• Demonstrate robust multi‑tasking skills (e.g. able to log calls and interact with the customer simultaneously).
• Resourceful in finding answers using available tools, best practices, and creative thinking.
• High professional standards and the ability to work with diverse personalities.