Customer Care Representative

About the role

World Travel Holdings is seeking Customer Service Representatives who are passionate about helping others and thrive in a fast-paced, virtual environment. In this role, you’ll handle inbound service and reservation calls with a focus on one-call resolution—ensuring every customer interaction is efficient, positive, and memorable.

Key Responsibilities

• Handle 2-3 inbound service and reservation calls per hour with efficiency and professionalism.
• Accurately process requested changes to existing reservations in a timely manner.
• Adhere to our Customer Connection methodology to ensure customers receive a remarkable experience.
• Utilize available resources to efficiently handle customer requests independently and accurately.
• Navigate through multiple browsers and systems, chat via instant messaging, and respond to emails all while maintaining an engaged conversation with our customer.
• Remain accessible and responsive via phone, email, and chat during scheduled work hours.
• Consistently meet or exceed performance goals and maintain productivity standards.
• Engage in team meetings and training to build knowledge and stay informed of company initiatives.

Qualifications

• Schedule Adherence
• Reliable and available to work a full-time schedule between 35-45 hours/week based on business needs
• Service-Oriented
• Ability to consistently deliver exceptional customer service by resolving issues efficiently, aiming for one-call resolution, and maintaining a high level of attention to detail
• Tech Savvy
• Strong typing skills and proficient with internet navigation, chat, email, and Microsoft Office
• Communication
• Ability to communicate through all mediums (verbal, listening, written) and confidence to make outbound, follow-up calls to customers
• Receptive
• Open to receive coaching feedback through regular meetings and apply learnings
• Dexterity
• Able to concentrate and sit or stand at a desk while viewing a computer screen repetitively and answering the phone for each scheduled shift
• Remote
• Self-motivated and adaptable to succeed in a structured virtual call center with reliable internet (at least 5.0 Mbps upload / 10 Mbps download)
• Workspace
• Must have a private, distraction-free workspace where you can focus
• To avoid overlap, your home office must be in a different residence from any other World Travel Holdings remote employee
• Work Schedule
• Full-time schedule (35-45 hours/week) based on business needs
• Post-Training Schedule
• Assigned shifts may fall between 1000 AM - 1130 PM EST, including weekends, holidays, and non-consecutive days off
• Ongoing Scheduling
• Quarterly shift bids with schedules that may range between 600 AM - 200 AM EST
• Compensation And Benefits
• Compensation Overview
• Paid Training $15/hour, with comprehensive onboarding and ongoing development
• Earnings Potential
• Post-training compensation includes $15/hour plus biweekly performance incentives, with the opportunity to earn up to an additional $1.25 per hour
• Benefits Overview
• Comprehensive medical, dental, and vision coverage
• Company-paid life and disability insurance
• 401(k) with discretionary company match
• Paid time off and holidays
• Travel discounts and employee perks
• Employee Assistance Program (EAP)
• Professional development and learning opportunities

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Disability Insurance
• 401(k) with discretionary company match
• Paid Time Off and Holidays
• Travel Discounts and Employee Perks
• Employee Assistance Program (EAP)

EEO Statement

World Travel Holdings is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to any status protected by applicable law.