Reservations Customer Support Lead

Boston, Massachusetts

The Lead Customer Support Specialist will assist in the resolution of inquiries from internal staff via the Reservations Help Desk, process emails via the Reservations management inbox (vcmail), and resolve customer initiated escalated calls.

Job responsibilities

• Process emails from a shared Reservations management inbox
• Assist in supporting Reservations staff via our Reservations Help Desk line
• Identify staff and guest needs and provide a solution
• Train and coach staff as needed and/or as requested by Supervisor
• Effectively communicate policies and procedures
• Maintain individual and team service quality goals
• Identify technical issues and report them to the appropriate department
• Maintain logs of guest inquiries and resolutions
• Provide real time support and perform other duties as assigned

Qualifications

• Call Center Experience (minimum one year)
• Travel industry experience preferred
• Exceptional customer service skills with genuine desire to assist guests, teams and colleagues.
• Possesses strong communication skills, eagerness to collaborate, share and assist.
• Works independently without requiring follow-up.
• Computer skills and familiarity with PowerPoint, Excel, Word, MS Outlook, MS CRM Dynamics
• Professional phone etiquette
• Ability to solve problems practically and deal with a variety of variables and willing to do what is needed to complete a task.
• Research and analytical skills for collecting and evaluating information and data.
• Availability to work variable shifts including prescheduled evenings, one weekend day, and holidays

Compensation & Benefits

• Excellent Medical, Dental, Vision, Life and Disability Insurance benefits at a highly subsidized rate
• 401(k) with company annual match
• Transportation reimbursement
• Paid training
• Paid vacation
• Paid holidays
• Opportunity to take a free and/or discounted Viking cruise
• Other travel discounts through IATA
• Discounted theater, theme park and movie tickets
• Employee wellness program
• Gym membership benefits

About Viking

Viking was founded in 1997 and offers destination-focused journeys on rivers, oceans and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers guests “the thinking person’s cruise” in contrast to mainstream cruises. In its first five years of operation, Viking has been rated the #1 ocean cruise line in Travel Leisure’s 2016, 2017, 2018, 2019 and 2020 “World’s Best” Awards.

This position is an IN THE OFFICE position. Work remotely temporarily due to COVID-19. You will be required to work in the office once we can safely reopen.