• Turn customer data into clear actions and improvements • Translate strategy into execution (and vice versa) • Build and optimize flows, campaigns, and pop-ups in Klaviyo • Run A/B tests and iterate fast • Work in sprints with your team and clients

• Notify trade partners and direct guests of Withdrawn, Cancelled, Consolidated Denied & Waitlisted Departures • Work collaboratively to deliver alternatives while upholding brand integrity • Lead de-escalation during emotionally heightened conversations • Perform revenue retention tasks for denied product requests • Ensure all booking retention activities comply with company policies • Cross-sell and upsell across TTC Touring Brands to save affected bookings • Provide tailored rebooking solutions • Follow up on all non-paid and partially paid bookings impacted by withdrawn or denied departures • Maintain strong customer and trade partner relationships • Function as the main point of contact for Travel agents and customers • Provide clear, empathetic, and sales-focused solutions • Address customer concerns swiftly and effectively • Support trade partners by equipping them with tools, information, and resources needed to close bookings • Excel skills to manage retention reports, cost analysis, and cancellation tracking

• Notify trade partners and direct guests of Withdrawn, Cancelled, Consolidated Denied & Waitlisted Departures • Work collaboratively to deliver alternatives while upholding brand integrity, cost-control strategies and sales focused resolutions • Lead deescalation during emotionally heightened conversations • Perform revenue retention tasks for denied product requests, duplicate bookings, and waitlist movements • Cross-sell and upsell across TTC Touring Brands • Provide tailored rebooking solutions • Follow up on all non-paid and partially paid bookings impacted by withdrawn or denied departures • Review, calculate, and report company costs related to saved and lost bookings • Maintain strong customer and trade partner relationships • Function as the main point of contact for Travel agents and customers • Provide clear, empathetic, and sales-focused solutions • Address customer concerns swiftly and effectively • Support trade partners by equipping them with tools, information, and resources needed to close bookings and retain guests • Maintain high accuracy when analyzing and reporting financial impacts • Conduct proactive audits to ensure all personal agent retention data is clean, correct, and ready

Role Description This is a remote position after a minimum 90-day orientation period. Contingent upon metrics being met after orientation. Shift will be Monday through Friday, 8:00 am to 4:30 pm. - Utilizes a telephone answering platform to answer calls for multiple areas in an efficient and effective manner. - Maintains expert working knowledge of database applications while ensuring patient privacy. - Works as a team player, while consistently achieving departmental goals and metrics. - Facilitates patient requests in a safe manner. - Engages active listening and critical thinking skills to identify caller needs and effectively processes all calls per appropriate service line guidelines. Qualifications - High school diploma or GED required; Bachelor's degree preferred. - Superior customer service skills and/or call center experience preferred. - One year in a medical office or healthcare experience preferred. - Experience with computer applications preferably Microsoft Office, Customer Relationship Management (CRM) Software, Electronic Medical Record (EMR) Software. Requirements - Work consistently requires long periods of sitting, computer and phone use. - Work requires some walking, standing, lifting, reaching, bending, stooping, pushing, and pulling. - Must be able to lift up to 30 pounds. - Must have intact senses of sight, hearing, and touch. - Must be able to speak and articulate clearly. - Must be willing to work in a fast-paced environment. Benefits - Base compensation listed within the pay range based on factors such as qualifications, skills, relevant experience, and/or training. - Premium pay such as shift, on call, and more based on a teammate's job. - Incentive pay for select positions. - Opportunity for annual increases based on performance. - Paid Time Off programs. - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability. - Flexible Spending Accounts for eligible health care and dependent care expenses. - Family benefits such as adoption assistance and paid parental leave. - Defined contribution retirement plans with employer match and other financial wellness programs. - Educational Assistance Program.