Guest Operations Agent

Position Summary:

The Guest Operations Agent will be responsible to ensure all pre tour requirements are met to provide exceptional service. The pre tour requirements can include internal notes messaging system, visa requirements, and guest inquiries. The Guest Operations Agent will engage with partner specific communication types to include online platforms, email processing, online chat.

Responsibilities:

• Handle all note types in retail reservations, call center, flight schedule change, tour change
• Ensuring visa process is complete for all bookings including but not limited to maintaining up to date visa letters, creating vouchers needed for visas
• Assist in the building of new Travel Professionals in our database to allow access to create reservations with Collette
• Service all retail customer care email boxes, including but not limited to general email box, all partnership email boxes, web support
• Process Online Bookings by making outbound calls to review items booked
• Manage Online Chat function in communicating with guests and partners
• Communicate all Tour Changes for existing reservations to ensure updates have been communicated
• Work in third party Independent Travel site to book additional hotel stays, transfers and attractions not offered on tour
• Assist in the onboarding process for new partners and the workflow and communication with Client Care Center
• Assist in NEO Testing from IT tickets/new projects that will affect the Client Care Center
• All other duties as assigned.

Knowledge and Skills:

• Detail oriented with an ability to organize, multi-task and prioritize
• Experience with Microsoft Excel, Outlook and Word
• Ability to work effectively with all members of the team
• Bachelor’s degree preferred
• One to three years’ experience

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

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

Schedule:

• 5x8
• Monday to Friday

Ability to commute/relocate:

• Pawtucket, RI 02860: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location