Note: The job is a remote job and is open to candidates in USA. Xanterra Travel Collection is known for its unique travel experiences, and they are seeking a Customer Service Representative to support Windstar Cruises. This remote position involves assisting Travel Advisors and Guests with reservations and providing exceptional customer service through various communication channels.
Responsibilities
- Conduct daily production work related to the processing of bookings in the systems and subordinate systems, with high level booking quality and accuracy
- Process reservations, revisions, cancellations, booking notes and all aspects of the bookings using reservation system
- Apply company policy effectively to bookings
- Provide 180 degrees from Ordinary Guest Service through all lines of communication to our guests and clients in a professional and calm demeanor at all times
- Act as the primary call and contact agent for all service related inquiries by phone, email and Windstar Website Chat agent contacts
- Assist in the overall revenue goals of the Department by attempting to upsell or add value on all existing bookings
- Perform sales call backup to Reservations in peak calls time, as directed by management
- Adhere to company policy and procedure
- Demonstrate a strong functional knowledge of the Windstar product
- Advise supervisor of all problems and recommended resolution in a timely manner
- Assist Guest’s or Travel advisors in troubleshooting on MyWindstar or related external Windstar Systems
- Other duties as assigned by management
Skills
- Must have access to a hard wired internet connection
- Conduct daily production work related to the processing of bookings in the systems and subordinate systems, with high level booking quality and accuracy
- Process reservations, revisions, cancellations, booking notes and all aspects of the bookings using reservation system
- Apply company policy effectively to bookings
- Provide 180 degrees from Ordinary Guest Service through all lines of communication to our guests and clients in a professional and calm demeanor at all times
- Act as the primary call and contact agent for all service related inquiries by phone, email and Windstar Website Chat agent contacts
- Assist in the overall revenue goals of the Department by attempting to upsell or add value on all existing bookings
- Perform sales call backup to Reservations in peak calls time, as directed by management
- Adhere to company policy and procedure
- Demonstrate a strong functional knowledge of the Windstar product
- Advise supervisor of all problems and recommended resolution in a timely manner
- Assist Guest's or Travel advisors in troubleshooting on MyWindstar or related external Windstar Systems
- Other duties as assigned by management
- Cruise or tour operations / reservations experience preferred but not required
- Previous customer service experience preferred
- Must be able to communicate in writing and verbally with professionalism, credibility and confidence. Present information in a positive and convincing manner
- Capability to organize and manage multiple tasks simultaneously
- Self-starter with excellent task management skills
- A basic understanding in all Microsoft Office programs
Benefits
- Medical, Dental & Vision
- HSA & FSA
- Life & Disability
- Accident, Hospital & Critical Illness
- Pet Insurance
- Vacation, Sick Time and paid Holidays
- 401(k) with Company Match
- Employee Assistance Plan
- Education Assistance
- Employee Discounts & Travel Deals
- Windstar will provide all the equipment you will need!
Company Overview
Xanterra Travel Collection is the largest operator of lodges, restaurants, and other concessions at national and state parks in the United States. It was founded in 1876, and is headquartered in Greenwood Village, Colorado, USA, with a workforce of 5001-10000 employees. Its website is http://www.xanterra.com/.