Customer Care Administrator

Collette is seeking a Guest Relations Administrator to join the Guest Relations team. This is a hybrid role based at our headquarters in Pawtucket, RI.

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Position Summary:

The primary responsibility of the Guest Relations Administrator is to respond to customer inquiries occurring on or post tour. The overall objective is to provide a high standard of quality and service and maintain customer retention levels. The Guest Relations Administrator is responsible for answering all incoming calls on the Collette emergency phone line. Issues may be related to flight and transportation delays, passenger illness and injuries that may occur while on tour. This role will also review questions and comments from clients and compose written responses to past travelers to ensure that the customer will book with us again.

Job Functions:

• Resolving emergency situations and complaints that arise from our clients, tour managers, and vendors which may require assistance from various departments in the organization. Responsibilities include but are not limited to contacting the appropriate manager, communicating delayed arrivals, checking flight status and availability, booking alternate reservations, and issuing or reissuing airline tickets (during off peak hours).
• Guest Relations Administrator acts as the point person and liaison between the insurance company and the guest when accidents or medical emergencies occur.
• Guest Relations Administrator may also contact past clients regarding their tour experience and document and disseminate the information to the appropriate departments. May also respond to communication from past travelers addressing their concerns and/or complaints.
• Participates in outbound call campaigns for client retention.

Knowledge and Skills:

• Knowledge of all company technical systems required to resolve client issues and completing other job responsibilities as necessary. May include Neo, Internet, Email, SharePoint, and Sabre or similar GDS
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community
• Exceptional customer service skills
• Ability to organize work and set priorities and achieve daily goals
• Ability to work a flexible shift including nights and weekends as needed
• Familiarity with Microsoft Office programs and Internet Explorer
• Ability to work as part of a Team environment
• Ability to communicate effectively, both orally and in writing to create, compose and edit written materials
• Ability to investigate and analyze information and to draw conclusions
• Bachelor’s degree preferred
• One to three years’ experience

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Work Location: One location