Customer Experience Specialist
About the Role
The Customer Experience Specialist at JAK Travel Agency will take ownership of customer resolution within custom cruises, tours, destination celebrations, groups, reservations, and traveler follow-through. This role focuses on customer experience specialized execution within group travel operations, ensuring owners, evidence, and next actions are visible.
Responsibilities
- Coordinate the Customer Experience Specialist workflow by reviewing available case history before responding.
- Resolve routine issues within approved authority as part of the workflow.
- Maintain documentation of commitments and next actions for clarity and continuity.
- Track and escalate complex cases with sufficient context for the next owner.
- Own and handle assigned customer or client requests efficiently.
Requirements
- Use Group Travel Operations and Service Recovery confidently in customer experience execution.
- Apply Customer Experience practices while tracking exceptions, owners, and deadlines.
- Document Quality Assurance decisions clearly for teammate understanding.
- Exercise sound judgment in Client Communication, especially during escalations.
Role Outcome
Strong performance is demonstrated through fewer avoidable corrections, timely follow-through, and records that make the next action obvious. Success is measured by effective customer experience specialized execution within group travel operations.
Role Details
This is a full-time, associate-level position, 100% remote within the United States. Remote execution is complete only when customer resolution is accurate, secure, traceable, and ready for the next authorized teammate.
Pay
Base salary: $38,000–$52,000 per year.