Customer Experience Specialist

About the role

Support personalized cruises, groups, weddings, honeymoons, multigenerational trips, lodging, transportation, and activities, with particular attention to customer resolution. The role focuses on customer experience specialized execution within multigenerational travel support, with decisions grounded in current records rather than memory or guesswork.

Responsibilities

• Use the Customer Experience Specialist Workflow and Customer Support tools confidently when carrying out specialized execution within multigenerational travel support.
• Apply Escalation Management without losing track of exceptions, owners, or deadlines tied to customer experience tasks.
• Document Account Review decisions clearly so another teammate can follow the reasoning behind actions taken.
• Use sound judgment around specialized execution, especially when escalation is required instead of assumption.
• Track, own, coordinate, review, and maintain the Customer Experience Specialist workflow by:
  • Helping the team resolve routine issues within approved authority.
  • Documenting commitments and next actions.
  • Escalating complex cases with enough context for the next owner.
  • Handling assigned customer or client requests.
  • Reviewing available case history before responding.

Success Profile

Quality is visible when customer resolution is accurate enough for others to act on and unresolved items are documented rather than guessed. Success is measured through effective customer experience specialized execution within multigenerational travel support.

Role Details

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

Pay

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