Upcoming start dates:

October 17, 2023

February 27, 2024

ABOUT GLOBUS FAMILY OF BRANDS

Globus family of brands provides the best in vacations for a wide variety of travel styles, goals, and budgets. Spanning over 450 vacations across more than 70 countries. With 90 years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes, and countless joy-filled memories across the globe.

Generous benefit package including travel benefits and retirement

THE DEPARTMENT

Customer Sales & Specialty Markets is responsible for creating happy guests by introducing consumers to our brands and increasing passenger production. We increase passenger sales through the direct consumer and direct group sales channels. We develop and maintain emerging markets channels by integrating sales and marketing strategies to establish direct buyer relationships.

THE ROLE

Travel Service creates happy guests by providing premier service in finalizing all reservation details to ensure direct guests have a fantastic travel experience and become loyal champions of our travel brands.

THE POSITION

The Vacation Planner, Service is responsible for the following results:

• Product up-sells, and servicing accounts, from initial contact to travel
• Handling inbound and outbound service calls and e-mails using GVI’s customer service and sales protocols
• Maintaining customer satisfaction by ensuring customers receive accurate, timely, and quality information about the products we are supplying, and resolving customer dissatisfactions by researching, evaluating, and resolving complaints
• Answering primarily customer inquiries by maintaining knowledge of key differences, mail campaigns, product knowledge, and destination expertise
• Full account management of Make-A- Wish bookings including special needs requests and specific accounting processes
• Sales and servicing for Direct Accounts (non-group)
• Responsible for working Siebel calendar of activities required for every Direct booking including:
  • Traveler Communications
  • Final Booking Review and Payment
  • Confirm Docs sent and Welcome Home communication
• Handling of other account management services:
  • Work Process Messages
  • Schedule Change notifications
  • Third Party Authorizations
  • Follow up International Ticket Numbers passport information, Visa status, TSA
  • Mis-matched Invoices (accommodations)
  • Hotel changes and Itinerary Changes
  • Any special Notification i.e. Disability accommodations, Special Needs, etc.
  • Seat Assignments (Sabre)
• Providing concierge services for Journey Club members
• Actively respond to Consumer e-mail and My Site calls from the websites
• Back up Customer Sales calls in overflow and TAS as needed
• Cultivating and maintaining on-going relationships with customers and influencing product loyalty
• Developing business relationships and fostering a spirit of cooperation with GVI departments as needed to serve the needs of customers
• Contributing to a team effort by accomplishing related results or projects as needed
• Handling special projects as assigned through detailed program knowledge and interpersonal skills

EDUCATION

The preferred candidate will hold an Associate's degree (A.A.) or equivalent from two-year College or technical school; or six months to one year related experience in customer service, sales, or travel industry; or equivalent combination of education and experience.

EXPERIENCE PREFERRED

The preferred candidate has noteworthy experience in the following areas:

• A minimum of three months or more experience in a sales and service capacity within a call center environment
• Demonstrated ability to write effective email communication
• Demonstrating the importance of service in retaining customer loyalty
• Building client/customer relationships
• Technical and functional skills using a variety of computer applications. In-house this includes the Tip Reservation System, Intranet, Word, Excel, Outlook, Internet, and may include airline GDS’
• Ability to type at least 45 words per minute
• Working with points of interest/geography
• Product knowledge of GVI products, services, policies, and features (key differences)
• Ability to work in a call center environment that includes structure, shifts, performance measurements, etc.