Client Care Emergency Services Specialist
$47,840–$47,840 year
RemoteUnited States
Job Summary
Answer all incoming calls on the Collette emergency phone line regarding flight delays, transportation issues, and passenger illness or injuries. Resolve emergency situations and complaints from clients, tour managers, and vendors by contacting appropriate managers, communicating delays, checking flight status, booking alternate reservations, and issuing airline tickets. Act as the voice of Collette to direct passengers, ensuring interactions follow the Customer Care Center philosophy in quality and efficiency. Document and track all issues for future trend analysis while maintaining a calm, empathetic approach in stressful environments. Complete required Client Care Center training classes and demonstrate proficiency. Work collaboratively to support employees, managers, and call center operations, utilizing strong computer skills and CRM management tools.
Required Qualifications
- Ability to calmly work in a continuously stressful environment
- Ability to be sympathetic and empathetic to the customer while adhering to company policy
- Fact driven and analytical
- Good with people and willing to deal with people issues
- Must be logical with the ability to make rapid decisions using a defined framework, process, and policy
- Able to defuse stressful and confrontational situations
- Team player - we win as a team
- Must be a self-starter and self-learner
- An excellent communicator
- Strong computer skills
- Willingness to work hard and have fun doing it!
- Strong attention to detail with an ability to organize and prioritize day to day activities
- Proactively look for ways to improve internal processes
- Flexibility to customize approach to meet all types of member communication styles and personalities
- Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
- One to three years' experience
- Associate's/Bachelor's Degree
- Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time, holidays, and/or weekends, as needed
Desired Qualifications
- A working knowledge of CRM management, Microsoft Excel, Outlook, and Word
- Someone who is routinely the Tech Support hotline for his/her family and friends
- Spanish/French speaking skills
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