Reservation Services Agent in Cypress, CA at Vaco

Date Posted: 8/15/2019

Job Snapshot

Job Description

Here are the details for the customer service call center position:


  • Customer service/inside sales
  • Need to have outgoing personality
  • Open to customer service background in retail like target, and even Starbucks
  • This candidates will be receiving Inbound calls only and up selling packages. Also need to be able to handle tough conversations because customers in the travel industry aren't always the nicest.
  • Flexible to work weekends, Saturdays & Sundays. Candidate would work every other weekend, but must be flexible!! TravCorp hours of business is from 6am-8pm. And candidate would work 8 hour days.
  • Pay is $14-$16/hr. plus commission with a chance to make $45k.
  • Training is 3-4 weeks, then once a month there is additional training for refreshers & updates.

  • There is a 2 step interview process:

    • First interview is meeting with 2 managers to asking questions regarding personality & culture fit
    • Second/last interview is with 2 other managers asking questions regarding their professional experience.


    THE ROLE:

    As a member of the Reservation Services team, you will be responsible for providing project-based service for pre-departure reservations, communicating with both internal and external customers by email, phone and on-line messaging.

    KEY RESPONSIBILITIES:

    • Field incoming calls to process payments, brochure requests and assist with existing reservations.
    • Respond to incoming emails and chat session regarding pre-departure inquiries pertaining to products, services and policies.
    • Support existing reservations my managing reports for Costco Executive Members, final payments, extended options and other booking reports.
    • Make outgoing service calls to clients for payment collection, change notifications, cruise and extension cancellations and other issues requiring contact.
    • Create visa-supporting documents, including day-by-day itineraries.
    • Notify guests and agents via email of pending air schedules, visas, PIF's, optional tour sign-ups and Family Program sailings.
    • Support sister brands and regional offices by answering reservation inquiries and assisting with booking reports and notifications.
    • Support Accounting by assisting with chargebacks, cancellation letters and pending commission and refund inquiries.
    • Other duties as required.

    PREFERRED QUALIFICATIONS / EXPERIENCE / SKILLS

    • Travel industry and/or customer service experience preferred.
    • Proficient with most MS Office programs, including Outlook and Excel.
    • Strong oral and written communication skills.
    • Able to multi-task, toggle between screens, leverage reference materials while also speaking, processing transactions, etc.