Remote travel specialist

Job Details

Description

At Apple Leisure Group, we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care.

We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a successful During Travel Specialist (Remote Opportunity) within Apple Leisure Group Vacations, one of our 14 industry-leading brands.

The specialist is expected to provide effective resolution with empathy, while meeting or exceeding specific service metrics.

A successful team member is knowledgeable on B2B and B2C policies, has the ability to accurately interpret supplier policies and is highly skilled in process, customer service, de-escalation techniques and knowledgeable on destinations.

Scheduling Requirements :

• This is a remote opportunity!
• Shifts are scheduled anywhere between 8am-11pm CST
• This role requires (1) weekend shift per week, however you will receive (1) day off during the week
• This role is in a 24 / 7 / 365 Contact Center, so holiday shifts are possible

A successful During Travel Specialist will :

• Assist and resolve issues independently occurring for customers / TAs during travel.
• Communicate and uphold policies pertaining to fulfillment of Travel Agent / Consumer expectations.
• Support other areas, such as email, call volume, projects, etc.
• Investigate and resolve escalations, complete required follow up / after call work.
• Focus on problem resolution with attention to detail and documentation to decrease errors and maintain profitability.
• Ability to be flexible with scheduling.
• Report system and product disruptions to service.
• Act as the voice of the customer / TA and provide feedback for process improvements.
• Ability to quickly and accurately comprehend numbers by adding, subtracting, multiplying and dividing.
• Communicate with others via voice, email and chat clearly and concisely.
• Ability to cross train to multiple brands and be multi-functional.
• Assist with call volume to meet service levels.

A successful During Travel Specialist will have :

• High School Diploma
• BS / BA or equivalent experience preferred
• 1-3 years ALG Call Center experience in advanced Customer Service or Support role
• 3-5 years previous experience in an equivalent role and GDS experience
• Ability to navigate multiple systems including MS Office, internet, and proprietary systems.
• Computer Proficiency.
• Ability to work on weekends and any shift between 5am-11pm CT. Overtime will be requested at certain times.

About Apple Leisure Group

As North America’s only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands.

Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home.

ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising :

Vacations : The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.

2 million passengers annually through well-established vacation brands

• Resort Brand Management : Management of 5-star and 4-star luxury resorts
• Destination Management Services : Best-in-class destination management services provided by Amstar® DMC and Worldstar®
• Loyalty Program : Exclusive loyalty program Unlimited Vacation Club®
• Technology Solutions : Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.

About APPLE VACATIONS

The #1 vacation brand in the world for packages to Mexico and Dominican Republic, offers the convenience of one-stop shopping.

Apple Vacations® clients have access to flight, hotel, and transfers they can also choose an all-inclusive resort where meals, drinks, and more are included - all for one affordable price.

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests.

Our Values, by which we operate :

Empathy

• Integrity
• Respect
• Inclusion
• Experimentation
• Well Being

ALG’s Commitment to Diversity & Inclusion

Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization.

With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments.

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees :

• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO / AA employer M / F / D / V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Last updated : 2024-02-27