Call Center Representative

This is a full-time, 100% remote position open to candidates based in Ohio.

About the role

Fly My Group is hiring a Call Center Representative to work across group airfare, airline reservations, ticketing, schedule changes, group traveler support, account service, and travel operations. This role is centered on helping customers resolve questions and service issues through clear, timely support.

Responsibilities

• Handle assigned inbound or outbound calls connected to group airfare, airline reservations, ticketing, schedule changes, group traveler support, account service, and travel operations; confirm the purpose of each interaction and document the outcome accurately.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy and escalate complex or unresolved cases across group airfare and traveler operations.
• Follow up on open cases, promised actions, or missing information so customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required for entry-level roles.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

Pay

$47,000 - $54,000 per year