• Lead a team responsible for customer experiences • Drive team performance through coaching • Manage operational excellence and issue resolution • Collaborate cross-functionally to improve outcomes

• Answer incoming calls and respond to customer emails in a timely and professional manner • Provide excellent customer service by addressing and resolving customer inquiries and concerns • Maintain accurate customer records and update our database with any relevant information • Collaborate with team members to ensure customer satisfaction and provide support when needed • Stay updated on company products, services, and policies to effectively assist customers • Escalate any complex issues to the appropriate department for resolution • Follow up with customers to ensure their needs have been met and maintain positive relationships

Role Description As a Travel Customer Representative, you will play a key role in supporting our clients throughout their travel journey from the moment they book to the moment they return home. You will assist with inquiries, resolve issues, provide booking updates, and ensure that every interaction reflects our commitment to exceptional service. Key Responsibilities - Respond promptly and professionally to client inquiries via email, phone, and messaging platforms. - Assist with travel bookings, changes, cancellations, and special requests. - Provide accurate information about destinations, travel documents, and agency policies. - Follow up with clients to confirm trip details and satisfaction. - Handle concerns or complaints with empathy and problem-solving skills. Qualifications - Excellent verbal and written communication skills. - Strong customer service experience (preferably in travel or hospitality). - Organized, dependable, and proactive with a high attention to detail. - Comfortable with technology and quick to learn booking platforms and systems. - Passion for travel and helping others plan unforgettable experiences. Benefits - 100% remote work with flexible scheduling. - Opportunities for growth within the agency. - Travel perks and exclusive industry discounts. - Supportive team environment with ongoing training.

• Manage escalated phone calls transferred by the front-line customer service team • Analyze and make decisions on escalated endorsements • Assess policy reinstatement opportunities for accounts canceled because of non-payment • Respond to and triage emails from internal departments, making appropriate decisions • Provide written responses to customer questions and concerns • Assist in conducting quality reviews of customer service calls and related transactions • Identify trends in customer service and processing issues, recommending procedural changes focused on retention and enhancing customer experience • Evaluate system performance and suggest improvements to increase efficiency and effectiveness • Provide operational support during severe weather events • Perform other duties and projects as needed