Customer Experience Specialist

About the role

A Customer Experience Specialist at PerLuxe Travels will work directly on customer resolution supporting premium resorts, cruises, Disney trips, family and couples travel, group planning, quotes, and travel-rule research. The role focuses on specialized execution within premium travel research, ensuring confirmed facts are separated from assumptions and unresolved questions.

Responsibilities

• Apply account review and problem-solving skills to execute customer experience tasks within premium travel research.
• Provide status updates while tracking exceptions, owners, and deadlines tied to customer experience execution.
• Document decisions clearly so teammates can follow the reasoning behind customer experience actions.
• Use sound judgment in escalation management, especially when issues require escalation rather than assumption.
• Maintain the Customer Experience Specialist workflow by resolving routine issues within approved authority.
• Track and document team commitments and next actions to ensure workflow continuity.
• Own and escalate complex cases with sufficient context for the next owner.
• Coordinate and handle assigned customer or client requests.
• Review available case history before responding to ensure accuracy and context.

How Success is Measured

Quality is demonstrated when customer resolutions are accurate enough for others to act on, and unresolved items are documented rather than guessed. Success is measured through effective execution within premium travel research.

Work Arrangement

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

Pay

Base salary: $42,000–$62,000 per year.