What are the responsibilities and job description for the Customer Relations Agent position at Pleasant Holidays?
Pleasant Holidays, one of the largest travel wholesalers in the United States specializing in vacation travel to the Hawaiian Islands, Caribbean, Central & South America, Europe, Mexico, Middle East, South Pacific (Australia, Cook Islands, Fiji, New Caledonia, New Zealand & Tahiti), Japan & Asia, the United States & Canada, and cruise vacations worldwide, is seeking a Customer Relations Agent.
P lea s an t H o li d a y s i s a s ub s i dia ry o f t h e A u t om o bi l e Cl u b o f S ou t he rn C a li f o r ni a, a di v e r si f ie d in s u r a n ce , r oa d si d e as s is t an c e , f i na n ci a l s e r v ic e s an d t r a v e l o r g ani z a t io n se r v in g AAA Members for more than 100 years.
Primary Duties:
Effectively manage incoming inquiries and competing priorities while meeting performance standards.
Resolve customer complaints via phone, mail, email.
Proactively communicate with customers at regular intervals to manage expectations and obtain information needed to progress resolution.
Assist with compensation requests or refunds.
Advise on company policies and information.
Answer questions about Protection Plans and Trip Mate
Negotiate compensation with customers and vendors.
Explain complex/technical concepts with simple language to meet the needs of a diverse audience.
P r o c e s s s p e c i f i c t a s k s i n a d di t i o n t o i n c o m i ng c a ll s , s u c h a s r e s p o n s e a n d r e s e a r c h o n cu s to m er c o m p l a i nts, T r i p M a t e i ss u es , re f u n d req u e s t s , c o m m i s s i on i n q u i ri e s , f ut u r e t r a v e l cr e di t i n q u i ri e s , etc.
Re s e a rc h i n d e p th c u s to m er i ss u e s a n d l i a i s e w i t h v e n d o r s a n d o u t e r - d e p art m e n ts to re s o l v e .
Properly document and maintain all related information within atlas and the shared drive.
Determine status of complaint and negotiate compensation as needed with vendors
Liaise with outer-departments, vendors, BDMs regarding passenger complaints.
Performs other duties as assigned, including assisting with CSD calls as needed.
Qualifications:
Excellent Communications Skills (written and oral) with high level of professionalism.
Flexibility in a changing environment and contributes positively to team
Aptitude for collaborating with outer departments and vendors
Ability to manage all customer issues within the outlined timeline.
Drive customer satisfaction by providing exceptional experience.
Ability to understand complex processes and adhere to company policy.
Ability to multi-task and handle high volume of work load during busy season.
Must have s o l i d c u s t o m er s er vi c e skills and good judgement.
Must be able to work with limited supervision, and be able to think out of the box for resolution
Ability to distinguish between actual service issues and customer perception
Ability to use good judgment and weigh severity of complaint related to compensation request.
Knowledge of ATLAS, Microsoft Word, Excel are required, Microsoft Access and CRS experience a plus.
Location: Westlake Village ; will consider remote
Starting rate for the position is $16.05 per hour.
Benefits to working at Pleasant Holidays:
Pleasant Holidays is an Equal Opportunity Employer
Pleasant Holidays will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws
P lea s an t H o li d a y s i s a s ub s i dia ry o f t h e A u t om o bi l e Cl u b o f S ou t he rn C a li f o r ni a, a di v e r si f ie d in s u r a n ce , r oa d si d e as s is t an c e , f i na n ci a l s e r v ic e s an d t r a v e l o r g ani z a t io n se r v in g AAA Members for more than 100 years.
Primary Duties:
Effectively manage incoming inquiries and competing priorities while meeting performance standards.
Resolve customer complaints via phone, mail, email.
Proactively communicate with customers at regular intervals to manage expectations and obtain information needed to progress resolution.
Assist with compensation requests or refunds.
Advise on company policies and information.
Answer questions about Protection Plans and Trip Mate
Negotiate compensation with customers and vendors.
Explain complex/technical concepts with simple language to meet the needs of a diverse audience.
P r o c e s s s p e c i f i c t a s k s i n a d di t i o n t o i n c o m i ng c a ll s , s u c h a s r e s p o n s e a n d r e s e a r c h o n cu s to m er c o m p l a i nts, T r i p M a t e i ss u es , re f u n d req u e s t s , c o m m i s s i on i n q u i ri e s , f ut u r e t r a v e l cr e di t i n q u i ri e s , etc.
Re s e a rc h i n d e p th c u s to m er i ss u e s a n d l i a i s e w i t h v e n d o r s a n d o u t e r - d e p art m e n ts to re s o l v e .
Properly document and maintain all related information within atlas and the shared drive.
Determine status of complaint and negotiate compensation as needed with vendors
Liaise with outer-departments, vendors, BDMs regarding passenger complaints.
Performs other duties as assigned, including assisting with CSD calls as needed.
Qualifications:
Excellent Communications Skills (written and oral) with high level of professionalism.
Flexibility in a changing environment and contributes positively to team
Aptitude for collaborating with outer departments and vendors
Ability to manage all customer issues within the outlined timeline.
Drive customer satisfaction by providing exceptional experience.
Ability to understand complex processes and adhere to company policy.
Ability to multi-task and handle high volume of work load during busy season.
Must have s o l i d c u s t o m er s er vi c e skills and good judgement.
Must be able to work with limited supervision, and be able to think out of the box for resolution
Ability to distinguish between actual service issues and customer perception
Ability to use good judgment and weigh severity of complaint related to compensation request.
Knowledge of ATLAS, Microsoft Word, Excel are required, Microsoft Access and CRS experience a plus.
Location: Westlake Village ; will consider remote
Starting rate for the position is $16.05 per hour.
Benefits to working at Pleasant Holidays:
- Medical (with prescription)
- Vision
- Dental
- Flexible Spending Accounts
- Paid Time Off for Holidays, Vacation, and Illness
- Company paid Life Insurance
- Long Term Disability
- 401(k) Plan
- AFLAC Plans
- Travel Discounts on all Pleasant Holidays packages, Hotel Rooms, Car Rentals, Tours & Activities. Discounts apply to family members and friends too!
Pleasant Holidays is an Equal Opportunity Employer
Pleasant Holidays will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws
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