What are the responsibilities and job description for the Customer Relations Specialist position at ITCO Solutions?
Position Summary:
This position is primarily responsible for handling the company’s highest level of service issues to ensure our travelers’ escalations are resolved in an efficient and timely manner. Interfaces with all internal and external partners to effectively resolve any service-related issues, while balancing both the needs of the traveler and the business by performing the following duties.
Duties & Responsibilites:
- Handles post-cruise customer service inquiries from traveled guests and travel agents as well as inquiries addressed to Senior Executives, and issues filed with Better Business Bureaus and Attorney General. Represents the company with the utmost professionalism and positive manner.
- Researches, analyzes, and resolves customer (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and creates appropriate resolutions, while maintaining ownership of the issue.
- Interfaces with internal partners (Operations, Reservations, Accounting, etc.) to cull needed data related to customer service issues.
- Researches and analyzes data from various sources (reservation software, Cruise Manager reports, excursion logs, etc.) related to trip issues.
- Resolves post-cruise customer service issues and follows up with guest and travel agent partners to ensure complete satisfaction.
- Escalates specific cases to Manager based on outcome.
- Maintains logs of all customer service issues, feedback, and resolution costs.
- Communicates every opportunity to improve service execution.
- Performs other related duties as assigned by management.
Qualifications:
- Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
Computer skills required:
- Contact Management Systems; Microsoft Office Suite; Database Software, Internet Software, Spreadsheet Software, Word Processing Software, Electronic Mail Software, Reservation Software, Phone Software
Other Skills Required:
- Displays empathy and understanding when providing responses on behalf of the company
- Recognizes when to escalate a case for Management’s review.
Job Type: Contract
Pay: $25.00 - $30.00 per hour
Shift:
- Morning shift
Ability to Commute:
- California 91302, US (Required)
Work Location: In person
Salary : $25 - $30
