Travel Advisor (Account Specialist Iii) - Chase Travel - Remote - (Miami / Ft. Lauderdale, Fl) Ctj

JOB DESCRIPTION

You are passionate about the travel industry, enjoy problem-solving, and share our common goal: to help our customers plan and book luxury travel with ease. Join Chase Travel and help us build the future of travel while taking your career to new heights!

As a Travel Advisor, you will support both internal and external customers with questions related to travel reservations and more complex situations. Demonstrating problem-solving skills and functioning as a service specialist, you will take the necessary steps to recognize, research, and resolve issues through diagnosis and discussion of a particular problem with a focus on delivering service excellence. You will proactively work with external providers to negotiate an appropriate resolution and to minimize costs in a timely manner, while ensuring a seamless customer experience.

Job responsibilities:

• Assist other Travel Advisors with questions on a real-time basis related to traveler policies and different booking applications, coaching Advisors on best practices to service all customers; monitor and manage agent errors, escalations, and customer exceptions, and update the information in a database used for tracking purposes
• Respond to customer inquiries related to travel arrangements and resolve issues by focusing on short-term and long-term fixes by being the company and customer advocate and focusing on root-cause resolution tactics
• Maintain a knowledge of all client programs, products, and procedures and support various on-line booking tools and knowledge of multiple websites
• Provide a professional level of energy and enthusiasm as well as favorable working relationships when partnering with internal and external customers and all departments to result in increased quality and customer service levels
• Effectively negotiate with vendors and external customers to reach an acceptable resolution for all parties including issues with loyalty points, redemptions, program exceptions, waiving of fees, etc.
• Collaborate with internal teams to troubleshoot, learn, and deliver timely resolutions holding a high regard for accuracy
• Maintain high levels of call quality based on outlined criteria; maintain appropriate level of confidentiality regarding information shared and observed. Keep immediate supervisor fully informed of all issues or unusual matters of significance and take prompt corrective action where necessary or provide suggestions for alternative courses of action

Required qualifications, capabilities, and skills:

• Demonstrate effective communication and interpersonal skills to effectively manage internal and external customer issues.
• Ability to work independently, yet also function as a team member
• High School Diploma or equivalent
• Excellent time management and multi-tasking ability to include advanced knowledge/proficiency using multiple screens in an online environment
• Two or more years of experience in the travel industry to include intermediate to advanced knowledge/proficiency of the Global Distribution System (GDS) and/or other technology platforms including self-booking tools
• You must reside within a 1-hour commute of Miami or Ft. Lauderdale, FL and be willing to work varied hours including nights and weekends
• Working knowledge of appropriate Microsoft Office programs such as Excel, Word, and Outlook; quick study of technical concepts.

Shift / Schedule information:

Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter. This position requires that you attend the training as scheduled. The training hours may not coincide with your regularly scheduled hours.

ABOUT US

cxLoyalty, a subsidiary of JPMorgan Chase, is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards, merchandise and incentives while using data and analytics to personalize, optimize and deliver a world-class customer experience. We have more than 40 years of experience designing, administering and fulfilling market leading loyalty programs for our respected clients and their customers. Based in Stamford, Conn., cxLoyalty has more than 1,700 associates and provides services to consumers located in 14 countries.

ABOUT THE TEAM

cxLoyalty is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards and merchandise and world-class personalized customer experience. As a leading provider of loyalty technology solutions, we have more than 40 years of experience designing, administering and fulfilling market-leading loyalty programs for our respected clients and their customers. We increase customer lifetime value by making each experience personal and inspire consumers to spend, grow and advocate.

An entrepreneurial spirit, along with the energy and commitment of our employees, is the cornerstone of our success. We provide the tools to manage and positively impact all aspects of your well-being so that you can be more fulfilled, more engaged, and more productive. We're solving the industry's most interesting problems with its brightest talent, at a scale where everyone feels connected. Our quest to acquire and develop world-class talent is ongoing.