Travel Customer Support Representative (Hybrid)

Cruise Planners is the largest franchisor of home-based travel agencies across the country that independently book cruises, tour, and land vacations. Cruise Planners has achieved Top Producer status with virtually every cruise line, tour, and resort company. Cruise Planners has been named the No.1 Cruise Tour / Travel Agency by Entrepreneur Magazine for the past 10 years and recently featured in Entrepreneur as one of the top 30 franchise innovators in technology. Cruise Planners positions franchise owners for success by providing them with innovative marketing, booking and lead-generating tools as well as professional development and hands-on training with the industry’s top executives. Cruise Planners Home Office has won awards such as Coolest Offices and Top Places to Work in South Florida by Sun Sentinel and South Florida Business Journal.

Role Title: Travel Customer Support Representative (Hybrid)

This is a hybrid role (Mondays and Fridays – remote and Tuesdays-Thursdays on-site) 

Job Summary: As a Travel Customer Support Representative, you will receive the training needed to help our Franchisees operate their business. This position is the front-line for answering general inquiries related to our propriety travel research and booking software. As a member of our team, you will be responsible for handling inbound calls, chats & email inquiries with professionalism, patience, and can-do attitude.

Responsibilities:

• Answer incoming calls, chats, and email inquiries sent to the team
• Respond to franchisee questions and challenges in a professional and timely manner
• Resolve issues and troubleshoot technical problems
• Ask questions to get better idea of pending problems
• Relay an estimated time frame to agent for resolution
• Use screen sharing software as needed to help diagnose technical or software issues
• Act as liaison between other departments to resolve problems
• Identify common user challenges and share with management team
• Provide training on proprietary tools and assist with general software support
• Assist franchisee with questions on third party products and vendor recommendations
• Communicate with third party vendors as needed to resolve issues
• Help with marketing initiatives, ordering, and generating client list
• Capture call details and enter key notes into proprietary tool
• Suggest or create how to guides or video tutorials that can be used to help guide franchisees
• Attend offsite events as needed
• Other related duties as needed.

The items listed above are intended to provide an overview of the essential functions of the job. 

This is not an exhaustive list of all functions and responsibilities that the position may be required to perform. 

Competencies: 

• Must be comfortable working in a call center environment. 
• Must have excellent verbal and written communication, customer service skills, problem solving ability, marketing knowledge and listening skills
• Must be able to multi-task
• Must be well organized
• Knowledge of social media and email programs (i.e., Facebook, Twitter, Outlook)
• Android and IOS support
• Remote or screen share software experience preferred
• Desktop Support
• Microsoft Office Suite and remote software support
• Outlook and Apple Mail email clients
• Knowledge of Word, Excel, PowerPoint
• Travel Industry Experience preferred
• Bi-Lingual preferred

Requirements:

• High School Diploma or equivalent
• 2-3 years relevant experience
• Previous call center experience a plus
• Great customer service skills 

Cruise Planners provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws. Cruise Planners complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities or team members. This policy applies to all terms and conditions of employment.