Customer Experience Specialist

About the role

The Customer Experience Specialist at Billingsley Travel Agency focuses on improving customer resolution while supporting family and group leisure travel, cruises, all-inclusive trips, theme parks, sports travel, weddings, and honeymoons. The role ensures that customer experience execution within family travel operations leaves clear ownership, evidence, and next actions. Success is measured by maintaining current customer resolution, assigning exceptions to owners, and enabling seamless continuity for authorized teammates.

Skills

• Account Review and Problem Solving for customer experience execution within family travel operations.
• Apply Status Updates without losing track of exceptions, owners, or deadlines.
• Document Issue Triage decisions clearly for teammate follow-up.
• Use sound judgment in Theme Park Travel Support, including appropriate escalation.

Responsibilities

• Coordinate the workflow by helping the team review available case history before responding.
• Review the workflow by resolving routine issues within approved authority.
• Maintain the workflow by documenting commitments and next actions.
• Track the workflow by escalating complex cases with sufficient context for the next owner.
• Own the workflow by handling assigned customer or client requests.

Pay

Base salary: $38,000–$52,000 per year.

Schedule

Full-time, 100% remote within the United States.