Customer Experience Specialist - Richmond

Responsibilities

• Be customer obsessed and set the highest bar for customer care in our industry.
• Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
• Provide real-time support related to travel inquiries & emergency events.
• Collect & monitor travel intelligence information.
• Interact with travel & medical providers.
• Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
• Efficiently handle customer complaints with empathy, knowledge and understanding.
• Complete customer requests in a friendly, professional and timely manner.
• Work collaboratively across teams and departments to help solve any matter at hand.

Qualifications

• Local to Richmond, Virginia and able to work an in-office, hybrid schedule
• Native English speaker
• Ability to work in the afternoon/evening (4.30 PM - 1.30 AM) EST
• Excellent verbal & written communication skills
• Ability to display great time management and prioritize workload while remaining organized and efficient
• Proven experience in customer service/call center roles
• Familiarity with American customer service and culture
• A medical and/or travel background - a plus