Travel Specialist Reservationist

Location: This is a work from home position

Hours: This is a part-time position of 27 hours per week

Monday-Thursday: 9:00 am – 3:00 pm

Friday: 9:00 am -12:00 pm

Reporting To: Customer Service Manager

Company

The Upper Class, LLC is a family-owned, Westchester-County based company offering premium bus tours for guests 55 and over, corporate groups, private organizations and more. With more than 200 trips each year, customers can choose from day trips, overnight getaways and multi-day vacations. This dynamic, growing company was recently named one of the best small businesses in Westchester.

Position Description

The Travel Specialist Reservationist for The Upper Class, LLC is a professional position that requires excellent customer service skills and professional salesmanship. An important position within our company, The Specialist is the first point of contact and main representative to our clients, taking incoming phone calls from existing and potential customers. In addition to a warm, personal presence that reflects the values of our family business, the most important part of your job will be to provide pleasant, effective, personalized service.

Our company believes that excellent service comes with understanding and anticipating customer needs. To do this effectively, the Specialist will be required to focus on being an advocate for the customer and an ambassador for the company using benefit selling techniques, making accurate reservations using the company booking process and cultivating long-term relationships with customers.

The Specialist will practice an excellent phone manner and active listening, in order to recognize and capitalize on opportunities to convert first time callers, add optional tour components to a booking and upsell additional trips based on customer interests and needs.

Responsibilities:

• Deliver extraordinary customer service to all clients and potential clients

• Greet all clients with enthusiasm, warmth and knowledge when taking incoming calls and returning calls, emails, etc.
• Provide consultative service to travelers throughout the interaction
• Maintain composure while dealing with challenging customers or travel situations * Salesmanship

• Actively look for and capitalize on benefit selling opportunities to convert sales and upsell with customers whenever possible
• Commit to continual improvement for the role and department, looking for and recommending efficiencies, improvements, better ways of working individually and as part of the team. * Technical Responsibilities

• Complete all reservations in an accurate and timely manner, targeting completion of booking at time of first call / closing call
• Generate bookings, take credit card payments, issue refunds, reissue trips when customer details change, handle cancellations, handle seat assignments for bus seating chart, execute both individual and group bookings
• Learn company product in order to better interact with customers and increase upsell opportunities
• Learn and apply company systems in order to efficiently and effectively fulfill the role

*
Qualifications:

• 3-5+ years’ customer service experience, preferably in the travel industry
• Proficiency with MS Office programs including Word, Excel, Outlook, etc.
• Experience in quickly learning, applying and working with different booking systems
• Experience working in a fast paced environment while maintaining excellent customer service
• Experience with multiple product lines or responsible for different travel accounts
• Experience managing multiple priorities with excellent time management
• Exceptional/above & beyond, proactive customer service approach
• Exceptional communication skills both written and oral
• Demonstrates exceptional team work, but also a self-starter that takes initiative since this is a work at home position.

In addition to specific program responsibilities, this is a varied role, with different duties each day at a growing, exciting company. Interested candidates should apply with a cover letter and resume.

EMPLOYMENT STATUS : The Travel Specialist Reservationist is a non-exempt, part-time, at-will employee of The Upper Class, LLC. This position is eligible for overtime and statutory benefits as required by governmental agencies. This Job Description may be revised by The Upper Class, LLC at any time and at their sole discretion.

Job Type: Part-time

Salary: $12.00 to $15.00 /hour

Required experience:

• customer service: 3 years